Working with users and case IDs

@thomasbjerring —

No such thing as a rookie question, you are in the right place! I’m glad that you posted here.

If you are tracking ticket creation as an event, you can track the time that it was created as an event property. In order to tie it back to the user that created the ticket, you’ll want to create a user profile. This article introduces how users, events, and user profiles are all linked through a distinct ID.

To track the tickets time in each column, I would suggest tracking ticket movement from one column to the next as separate events. When Mixpanel tracks an event, it is immutable—meaning once the event is sent, you cannot edit or update the event. That said, if you track a sequence of events, you can create a funnel report to see the time to convert between the two steps (column A to column B) and know how long it takes for your ticket to move between steps. 

Cohorts more specifically reflect user actions — so you could create a cohort that reflects moments for each user such as “Users that created a ticket between date x and y, but have not triggered the event that moves a ticket from column A to B.”

You can also create cohorts from Funnels, like the one that I suggested above.

I hope this helps! Please let me know if I misunderstood your question in anyway.

Cherise