Why do some of my tickets have zero for full resolution time in the Insights report?
There are two workflows that can result in 0 minutes for full resolution time:
- Ticket was created in the solved status (or solved/closed within the first minute). It genuinely took 0 minutes from creation to solve.
- The default metrics display null values as “0 min.” This can be misleading, as a null value likely means the ticket hasn’t been solved yet.
To double-check the full resolution time in Support, you can use our ticket metrics API endpoint.