@Maelon Time to Resolution is a customer service metric measuring the amount of time between when a customer interaction is created and when that interaction is marked as “resolved.” 

You can base this on business hours by having the metrics with ‘Resolution time in business hours’. That will automatically exclude time outside of your business hours set under schedules. But it is not possible to exclude the time when the ticket was on the ‘Waiting for Customers’ or ‘Waiting for Third Party’ or any other SLA Timer OFF status. 

We’ll make sure to bring up a new metric that excludes the timer on any SLA-OFF statuses in our roadmap, having discussed with our product team. 

Appreciate your suggestions. 

Thanks!

Aldrin,
Freshdesk Community Team

@Aldrin thank you for the response, 

I have now found somewhat of a work-around:

I display the tickets in a graph “avg time per ticket by status” which also kind of displays how long a ticket has been open, and not waiting on anyone

Kind regards 

That works too, @Maelon!