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Average resolution time

  • February 10, 2025
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There are two metrics you can use in Analytics that sound almost the same, but when applied give different results:

Resolution time in calendar hours

Resolved tickets lifetime in Calendar hours

What exactly is the difference?

Best answer by Amrit Mishra

​@HenrikS These metrics seem to be ‘custom metrics’ that the admins of your org might have created. We only have the following default metric out-of-the-box for Freshservice: ‘Resolution time in business hours’. The definition of this metric is: The total time a ticket spends in SLA timer ON statuses from when it was created till resolved/closed in business hours.

Hope this helps.

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    Amrit Mishra
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    • Amrit MishraCommunity Manager
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    • February 10, 2025

    ​@HenrikS These metrics seem to be ‘custom metrics’ that the admins of your org might have created. We only have the following default metric out-of-the-box for Freshservice: ‘Resolution time in business hours’. The definition of this metric is: The total time a ticket spends in SLA timer ON statuses from when it was created till resolved/closed in business hours.

    Hope this helps.

    Kamakshi V
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      Kamakshi V
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      HenrikS
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    • HenrikS
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    • February 11, 2025

    I checked and we have no custom defined metrics at all...

    Amrit Mishra
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      Amrit Mishra
    Amrit Mishra
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    • Amrit MishraCommunity Manager
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    • February 11, 2025

    ​@HenrikS could you please share screenshots of these metrics? Also, if you haven’t already, please feel free to check out the Data Dictionary feature that provides more information on metrics and attributes. You can access it from the Help Center. Screenshots below.

     

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    • HenrikS
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    • February 12, 2025

    I now realize Freshservice and Freshdesk do not have quite the same view on these matters and I think I have entered my question in the wrong forum. This is relating to Analytics in Freshdesk:

     

     

    I will add the question in the right forum, apologies for wasting your time!

    Amrit Mishra
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    • Amrit Mishra
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