Onhold affect full resolution time



  • Brett Bowser
    Zendesk Community Manager

    Hey Darren Taylor, great question! The clock doesn't stop when the ticket is on hold so if a ticket was on hold for a week before being solved, that week would count towards the resolution time.

    Let me know if you have any other questions!

  • Darren Taylor

    Great thanks. 

    I've been pointed towards this article

    I'm trying to exclude the pending and onhold from the full resolution time, but seeing this error.


    I've read the data types, but I don't fully understand it.

  • James G
    Zendesk Customer Care
    Hi Darren, 
    Unfortunately, the VALUE function cannot be used in the formula if non-database-level metrics are being used. More details about this here
    As a workaround, you may use something like this instead - 
    (VALUE(Full resolution time - Business hours (min))/60)
    -(VALUE(Agent wait time - Business hours (min))/60)
    -(VALUE(On-hold time - Business hours (min))/60)
  • Darren Taylor

    That's great. Thanks for the workaround.


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