Analytics discrepancy: Tickets are credited to the assigned agent instead of the actual resolver

Hello everyone,

I am facing what appears to be either a reporting limitation or a process compliance issue within Freshservice Analytics.

Scenario

Let's consider the following example:

1. Ticket is assigned to Agent A.
2. Agent A becomes unavailable (vacation, sickness, etc.).
3. Agent B investigates the incident.
4. Agent B performs the fix.
5. Agent B changes the ticket status to Resolved.
6. Agent B closes the ticket.

The ticket activity log clearly records that Agent B performed the resolution action.

Example:

Agent B → Set Status as Resolved

However, the Analytics reports appear to attribute the resolved ticket to Agent A (the assigned agent) rather than Agent B (the actual resolver).

Why this is problematic

From an ITSM and operational KPI perspective, these are two completely different metrics:

• Ticket ownership
• Actual ticket resolution effort

In the example above:

If Analytics only reports against the assigned agent, then the productivity metrics become inaccurate.

For example:

• Agent A may be absent for several days.
• Agent B resolves multiple tickets assigned to Agent A.
• Analytics still credits Agent A.

This can significantly distort:

• Individual performance statistics
• Capacity planning
• Team workload analysis
• Operational reporting

Investigation performed

I searched throughout Analytics:

• Standard reports
• Custom reports
• Custom metrics
• Custom attributes

I was able to find:

• Agent Name
• Agent Group Name
• Resolved Date
• Closed Date

But I could not find any field such as:

• Resolved By
• Closed By
• Resolver
• Last Updated By

The information clearly exists in the ticket activity log, yet it does not seem to be exposed for reporting purposes.

Questions

1. Is there currently a supported way to report on the actual agent who resolved a ticket rather than the assigned agent?

2. Is there any Analytics dataset exposing:

   • Resolved By
   • Closed By
   • Ticket Activity Author
   • Audit/Event Owner

3. Is this expected behavior by design?

4. Has anyone implemented a workaround that remains ITIL-aligned and preserves accurate technician productivity metrics?

Feedback

My concern is that Freshservice currently allows an agent other than the assignee to resolve a ticket (which is operationally correct), but Analytics may not provide a reliable way to measure who actually performed the resolution.

This creates a potential mismatch between operational reality and reporting reality.

I would be very interested in hearing how other ITSM teams handle this situation.

Thank you.