I have a question about the First Resolution Time.
- Is the First Resolution Time the time between a ticket being created and a ticket solved for the 1st time?
- Does it take into account the time a ticket is Pending or On Hold?
- If 1+2 are correct, how could I calculate the First Resolution Time without taking into account the time the ticket spent in Pending or On Hold status? I thought about calculating the time the ticket spent in Pending or On Hold status and subtract that, but this would also subtract the time the ticket would be Pending or On Hold when the ticket was re-opened, right?
Thanks in advance!
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