Will the reopening of a Resolved ticket count against Average Resolution time?
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Created by: Fawzia Aleem
Modified on: Tue, 18 Jun, 2024 at 4:36 PM
Yes, every time a ticket is moved to a status where the SLA timer is toggled on, it will affect the Response and Resolution time of a ticket.
Please navigate to Admin > Workflows > Ticket Fields > Status where the statuses which have the SLA timer have been toggled on could be viewed.
Fawzia is the author of this solution article.
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