Understanding Ticket vs. Resolution Time - Frequently asked questions
Explore common questions about why ticket handling time may exceed full resolution time. Learn about factors affecting these metrics and how to interpret them.
Frequently asked 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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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