Impact of Time Tracking App on Ticket Handling Time
How does the Time Tracking app affect ticket handling time?
The Time Tracking app affects ticket handling time by starting the timer when an agent opens a ticket. This means that the handling time is calculated from the moment an agent manually opens the ticket, not from when the ticket was created. This can result in a handling time that seems longer than the Full resolution time, especially if the ticket is solved quickly on the first interaction. For instance, if a ticket is opened and solved within a few minutes, the handling time will reflect the duration the ticket was open, which might be longer than the actual resolution time.
More related questions
Why is my Ticket handling time higher than the Full resolution time?
Ticket handling time can be higher than Full resolution time because it starts tracking when an agent opens the ticket. The Time Tracking app begins counting time from the moment an agent manually opens a ticket, not from when the ticket was…
What is the difference between Ticket handling time and Full resolution time?
Ticket handling time and Full resolution time differ in when they start tracking. Ticket handling time begins when an agent opens the ticket, while Full resolution time starts from the ticket's creation. This distinction can lead to scenarios where…
Can a ticket be solved faster than its handling time?
Yes, a ticket can be solved faster than its handling time due to how time is tracked. The handling time starts when an agent opens the ticket, not when it was created. If an agent solves the ticket quickly, the handling time might still appear…
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