Full resolution time



  • Graeme Carmichael
    Community Moderator


    If you include the ticket ID in your report, the median and the average times will show the ticket's true resolution time.

    If you do not want the ticket ID in your report, but want to total ticket resolution time across multiple tickets, create a custom metric.


  • Karyn Tooke

    In this scenario when filtering a report by group does the Requester wait time only consider the time spent in that particular group or does it include time spent in all other groups?

  • Chris Leggett

    Can someone please remind me about how FULL RESOLUTION TIME [MDN] metric is calculated in Zendesk?  Sorry if this is not the best thread to ask this question as I am sure it is documented elsewhere in the community portal. 

  • Nicole S.
    Zendesk Community Team

    Hey Chris - "Full resolution time" is defined as the The time between ticket creation time and the time of the final (or most recent) change of status to solved. You may find some additional helpful information on this other community thread about full resolution time.

    Or, let us know if you have any additional questions!



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