So I am looking at reopened tickets and resolution times. If resolution times are 'the duration in minutes from when the ticket was created to its latest resolution.' Then does it exclude any time it was solved? How do resolution times work with reopened tickets please? or am I overthinking this when it's simply the time between created and closed. Regardless if it's been reopened?
How are resolution times calculated with reopened tickets
Hey Kaycee!
My understanding is that full time resolution would include the amount of time that the ticket was initially in "solved" status. Are you trying to see what it would be if that time was excluded? Have you tried looking at the requester wait time & agent wait time metrics? A combination of those two might give you a better read since it shouldn't include how long it was in "solved" that first time.
This is my understanding of these times as well, Kaycee. You can also look at time in status as another leading indicator.
Brandon
Piggy-backing off @jill11's comment here. We use Requester Wait Time as our primary metric for how long a ticket has been open and waiting on an Agent to reply. We have many situations (as I'm sure we all do) where the end user may not respond for long periods, so using Requester Wait Time helps us get a better idea of how much time the ticket is spending waiting on Agents, more so than Total Resolution time does.
If you want to separate First Reply Time from Requester Wait Time, I highly suggest utlizing Pausible Update Time. This allows you to see if agents are replying to ticket updates in a timely manner. The trio of First Reply Time, Pausible Update Time, and Requester Wait Time makes a nice little bundle to build your KPIs around.
Hope this helps!
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