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How are resolution time being calculated for SLA and where can I output this metric

Related products:Freshdesk
  • October 15, 2019
  • 1 reply
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S
Apprentice

Hi

I have a ticket where the "resolution time in hours" reported using Helpdesk in Depth reporting as 197:12:09


This just looks like"resolved time" - "created time" - correct?


My SLA is set to 3 hours and Freshdesk is including this as a "Pass"


Question 1) How does Freshdesk calculated the SLA resolution time that is uses to define whether this is a pass or a fail based on the associated SLA calculated?

Question 2) How can I report on this same  SLA resolution time i.e the value being used by Freshdesk to compare against the SLA as it is obviously not the "resolution time in hours"


Thanks 

Steve 



1 reply

suprabha.somanathan
Community Debut

Hey Steve!


SLA pass/compliant is when the agent resolves the ticket without exceeding the defined resolve by time in the SLA policy, that is 3 hours in this case.

3 hours here would essentially mean 3 hours of the ticket being in an SLA-ON status.


For instance, a ticket created, if moved to an SLA-OFF status just after an hour of creation and then resumed back to an SLA-ON status, after 10 days of time, the new resolve by time is adjusted and the agent is now expected to resolve the ticket in another 2 hours of time (as 1 hour was consumed earlier before the ticket was moved to SLA-OFF status and 3 hours is the defined SLA).


Let us say that the agent now has managed to resolve this in a few minutes of time, since the resuming of ticket from SLA-OFF to SLA-ON status.

The resolution time in hours of this ticket would be approximately a little more than 240 hours, however it is still a Resolution SLA compliant ticket as the agent did not fail to send a response within the stipulated time.


Please write to us at support@freshdesk.com for further clarification on this. Happy to discuss this at length with a few other example scenarios too.

Thanks!


Suprabha, Freshdesk Community
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