Does ticket status affect or change full resolution time? Follow

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4 comments

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    Vijayendra

    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

     

     

     

  • Avatar
    Jessie - Community Manager

    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

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    Sayan Sengupta

    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 !

  • Avatar
    Jessie - Community Manager

    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.

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