I have a question on how full resolution time is calculated. If a ticket is reopened does it count the time the ticket was in a solved status, or does the countdown start back up when it is reopened
Example - Customer contacts support and we resolve the issue in 2 hours. 48 hours later they respond back to the same ticket asking a different question. The Support Team would respond within an hour, solve the ticket and open a new one.
So in this case would the Full Resolution Time be 3 hours, or 51?
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