In order to understand the disparity between "Resolved" and "Closed" tickets in Freshdesk, it is crucial to understand the distinction between these two status values.
By marking a ticket as "Resolved," agents indicate that they believe they have provided a solution to the customer's problem. This status reflects the agent's perspective and serves as an internal indication that the agent has completed their part in addressing the ticket.
If the customer acknowledges that the problem has indeed been resolved, the ticket can be moved to the "Closed" status. This status indicates that the customer has confirmed their satisfaction with the solution and considers the issue closed. If the customer does not reply within a specified timeframe (e.g., 48 or 72 hours), it is common practice to automatically close the ticket(This can be achieved via the Time trigger automation rule). This ensures that unresolved tickets do not remain open indefinitely and allows for efficient ticket management.
In our reporting, we treat both "Resolved" and "Closed" tickets as the same because it simplifies the analysis and reporting process by considering all tickets that have reached a state of problem resolution. This approach provides a consolidated view of tickets that have been successfully addressed from both the agent's and customer's perspectives.