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Question

New rule for some types

  • Jun 17, 2026 2:03 PM UTC
  • 2 replies
  • 178 views
AlineCC
Apprentice

Hi everyone,

I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our metrics. What are the possible ways to resolve this?

 

Thank you in advance

    2 replies

    Helina
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    • Helina
    • Community Debut
    • Jul 2, 2026 12:04 AM UTC

    Hi Aline,

    Thanks for reaching out to us. This is Helina from Freshworks community.

    First Contact Resolution (FCR) refers to tickets that are resolved or closed after the customer's initial contact. If an FCR ticket is resolved within the configured Resolution SLA, it is considered SLA compliant and will not be counted as an SLA violation.

    Could you also clarify what you mean by DSR and Unable tickets? Are these custom statuses in your workflow? If those tickets are also resolved within the configured SLA, they would likewise be considered SLA compliant.

    If you have any recent ticket samples that you believe are being classified incorrectly, please reach out to support@freshdesk.com with the ticket details, and we'll be happy to review them.

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    • adheenali90
    • Community Debut
    • Aug 20, 2026 11:22 AM UTC

    Hi Aline, I think the best option would be to check with the team or manager to confirm how these ticket types are being counted under the new rules. If FCR, DSR, and Unable tickets are now affecting the metrics, there may be a specific process or exception for handling them. It would also be worth checking if there’s any updated guidance from the recent change.

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