Resolution time medians do not match status time medians



  • Alex Zheng
    Zendesk Customer Care
    Hey James,
    Thanks for sharing.
    A few difference I can think of for why the status times would not match up with resolution time.
    1. Not all tickets are resolved, this would result in a blank for resolution time but the ticket could still have status times calculated.
    2. There is not a solved status time so tickets that are reopened would have spent some time in a solved status which would be accounted for in the resolution time but not the status time.
    3. Edge case scenario - If you use the MED aggregator for your status times it will not necessarily pull in the complete status time for your tickets. For example, if you have a ticket with 3 separate pending status time values of 1, 2, and 3 minutes. Using the MED aggregator would give you a value of 2 minutes for pending status time while SUM would pull in 6 minutes.
    That is what I can think of right away and this would be comparing individual tickets against each other for a group of tickets like you have here it would be even more complicated to compare against each other. But essentially I would say that it is not accurate to try to compare these two values against each other.
    Best regards,

Please sign in to leave a comment.

Powered by Zendesk