Hello, Our support center has three level of escalation where-by a ticket may be resolve depending on its complexity at 1st, 2nd and 3th level (defined in Kayako as departments). However, the escalation process is set manually since each executive (owner), will try first to solve it and if not; send it to the next level of support. In addition, we have defined our SLA plan and want to know which tickets were due or not and which were due resolved or not (regardless if it was escalated or not). Hence we would like to have a set of reports showing: that shows by: a) Total number of tickets and its time by Department (1st, 2nd and 3th level), and owner b) Total number of tickets and its time indicating whether or not they were due or due resolution. c) Total number of tickets and its time indicating by ticket, total elapsed time, time to attend, time to resolve It requires a field 'swstatus' to fetch results which Kayako don't have. This requires code modification. The Kayako Support told us there is no way to find how much ticket has spent time in particular status. And reports that we want is not possible to get them at the moment. Anyone who develops the code Kayako can help with this requirement? Please contact us.