Sodium Helpdesk: Total Time Waiting on Ticket
First: There should be a "paused" state in addition to things like open, closed, etc. Not sure what it should be called, but often tickets need to be paused and I see a "waiting on customer" but there is also "waiting on parts" and similar that could be lumped under some sort of general pause scenario.
Second: When a ticket is in "open" state there should be a timer that determines how long a customer has been waiting on action on the ticket. And when it gets eventually resolved, this number will be useful for showing total time in queue. Only time that elapses while the ticket is actively open should be included. So when paused, waiting on customer, resolved and other non-open status the timer should not be running. This will provide really important data for the helpdesk manager(s).