What is Resolution Time?
Resolution time is the time in which a ticket gets resolved and it’s defined as a closed ticket. It starts the second when a ticket is open and ends when your agent select status Closed ticket. All conversations no matter where they are coming from getting a ticket and ticket ID number.
An agent can always access to the ticket and reopened if the case reactivated.
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Resolution time was last modified: May 9th, 2019 by