Does ticket status affect or change full resolution time? Follow

Question

Does ticket status affect or change full resolution time?

Answer

Full resolution is the total time from creation to the tickets most recent solve. The ticket status at any point before the solve does not impact or change the calculation for full resolution time.

If you would like to calculate resolution times based on the ticket status, you can use the following attributes:

  • Agent Wait Time is the total time in pending.
  • Requester Wait Time is the total combined time in new, open, and on-hold.
  • On Hold Time is the total time on-hold.
Note: These are resolution time metrics, which are calculated when a ticket is first solved. They are not live counters, so the ticket must have been solved at some point to see data for these attributes. 
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