Which i don't - My concern is that average time tickets are open is the same as average response time....
Perhaps it doesn't tag a ticket as "replied to" unless you send an email out to the user? because I know our reply time is much quicker than 9hrs!
In any case, just a small quirk, i'm sure it will be sorted out when Scottro officially releases it for 1.7. - just glad that this is finally working in 1.7
