How can the Ticket handling time be higher than the Full Resolution time?

Question

Why is my Ticket handling time value higher than the Full resolution time of a ticket?

Answer

With the Time Tracking app, time is tracked from the moment an agent manually opens the ticket, not when the ticket was created.

When there are no previous updates, and an agent solves the ticket on their first interaction, this can lead to confusion.

Since the counter begins when a ticket is opened, this scenario could apply:

• Ticket is created at 10:32
• Ticket is solved at 10:35 on the first interaction
• Ticket Full resolution time is 3 minutes, or 180 seconds
• When you inspect the ticket event, you see this ticket handling time: Total time spent (sec) 127

The last number (Total time spent) means the agent had the ticket opened for 127 seconds (a little over two minutes) before solving the ticket.

For more information, see these articles:

• Using the Time Tracking app
• Time Tracking app - Metrics you need to be measuring