Ticket activity is a measure of how active a ticket is based on its comment patterns.
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Which reports use ticket activity?
See ticket activity levels (Recent activity level) in the pin drawer for tickets in Work log.
What does ticket activity measure?
Recent ticket activity is a measure of how active a ticket has been recently on a scale of: None, Low, Modest, Normal, Elevated, and High.
Ticket activity helps you understand where you're spending time in the review process. This metric gives you a way to gauge how much chatter is happening around a ticket without reading the entire ticket. This is particularly useful coupled with Cycle time. A long-running ticket with Elevated or High activity suggests disagreement or uncertainty and often warrants a manager's attention.
Generally speaking, you should look for outliers. When you find a ticket with a lot of activity late after being an engineer begins implementation, review it carefully for potential problems that impact timely delivery. Pay special attention to tone, content, and, most importantly, material scope creep.
Tickets are usually the source of truth for what you're building. Expect a lot of comments when a feature is being designed or a requirement documented. But once implementation begins, you should expect fewer comments with minor clarifications in requirements or normal status changes. When you see activity levels creep up, it's a sign to add value by intervening to make sure the ticket stays on track.
How is ticket activity calculated?
Ticket activity is determined by the count and word length of comments. This metric has a built-in decay function, so older activity is scored as less impactful to the calculation than recent activity.
Note: Ticket activity is not configurable. For a configurable measure of activity that does not decay, explore Jitter.
What data is included in ticket activity?
Comments are excluded from ticket activity if they're made by a hidden or excluded user.
Ticket project configurations do not impact ticket activity calculations in Work log.