Does ticket status affect or change full resolution time?

Have more questions? Submit a request

6 Comments

  • Vijayendra
    Comment actions Permalink

    Hi,

    If I have to find the Full resolution time excluding agent wait time, will it be correct to create a metric like this?

    SELECT [Biz Hrs] Full Resolution Time (hrs) [Avg] - [Biz Hrs] Agent Wait Time (hrs) [Avg]

     

    Thanks,

     

    Vijayendra

     

     

     

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Vijayendra!

    We actually have a recipe for this! You can find it here: Insights recipe: Average resolution time without Pending or On-hold time

    0
  • Sayan Sengupta
    Comment actions Permalink

    Hello ,

    I , very recently, came across this situation while performing my SLA reporting for my client . I got in touch with the Helpdesk and they mentioned that there is already a discussion going on and directed me to this community. Now , this is what happened ..

    There was a ticket that was resolved on 4th April ; it took around 2 hrs to resolve the ticket. Now the end-user reopened it on 6th April. Post the reopening , the ticket was again resolved in 30 mins . This means that it took around 2 hrs + 0.5 hrs = 2.5 hrs to work on the ticket (excluding all the agent wait , on-hold , off-business hours). However, Zendesk calculated the work time very differently. When the ticket was reopened, Zendesk added all the hours from 4th/5th/6th april to the actual work time. Needless to say , this is creating a major problem with caltulating the Actual Resolution Time and SLA of the tickets.

    The way I see it (and have seen in several other Incident Management Systems) , the Resolution Time should calculate the time that was taken to work on the ticket i.e. the time for which the ticket was not in a 'solved/closed' state . It must not calculate the time when the ticket was in a 'solved' status. I know that there are fields like Agent Wait Time, On-hold time , Requester Wait Time that can be used to exclude the hours when a ticket is on-hold/pending. But how do I exclude the hours for the time the ticket is in a Solved status ? This is critical for SLA reporting !

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Sayan!

    Are you using Insights to track your SLAs? I saw your ticket, and it looks like you were looking at a ticket event export, so I just want to make sure that we're on the same page.

    0
  • Ivy
    Comment actions Permalink

    Hi there! 

    Can we create a customize status field and have the resolution time tracked by status? Can this be applicable to Zendesk Team Package?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Ivy,

    You can certainly create a custom status field as mentioned in the article I attached. However, you won't be able to report on the time between ticket creation and when that custom status field was set to solved while on your existing plan level. We do offer the Explore feature which would allow you to create a custom metric specifically to track the amount of time between two ticket events. In this case, the time from when the ticket was created to the time the custom field was set to solved.

    That being said, this would still not affect the full resolution time metric of a ticket. This metric can only be affected by the native status field within Support.

    Let me know if you have any other questions!

    0

Please sign in to leave a comment.

Powered by Zendesk