Understanding Ticket Handling vs. Full Resolution Time
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 initially created. This can lead to situations where the handling time appears longer, especially if an agent solves the ticket on their first interaction. For example, if a ticket is created at 10:32 and solved at 10:35, the Full resolution time is 3 minutes. However, if the agent had the ticket open for 127 seconds before solving it, the handling time would reflect that duration. For more details, you can refer to the originalZendesk article.
More related questions
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…
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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