Why is my "First reply time" higher than "First resolution time" in my Explore report?

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1 Comments

  • Basyl Durnan

    For any one else who finds this page and the above doesn't seem to be their problem, we realized that it was due to "resolution" not including unsolved tickets. Once we filtered for only solved or closed tickets on both "resolution" and "first reply", then our numbers made more sense.

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