Important: Hours are recorded when a ticket is closed, not when the work is performed.
What This Means:
- All hours for a ticket appear on the closure date
- A 40-hour ticket closed today shows all 40 hours today
- The actual work likely spanned multiple days
- Daily hour counts may appear impossibly high (40+ hours)
Best Practices:
- Use weekly or yearly views for more accurate trends
- Focus on patterns rather than single-day metrics
- Compare team performance over longer periods
- Remember that high daily hours indicate ticket closures, not actual hours worked that day
💡 Tip: The "This Week" and "This Year" views provide better insight into actual workload distribution.