Question around Response time on tickets
🦍Gorelo Question🏨MSP Question
We have business hours setup for our org, and we are just getting reviewing response times on tickets as we have new SLA's imposed on us.
This is possible a workflow issue on our part, as we dont fully understand it.
But an example is a automated backup email arrives at 1:24am, we then mark the email/ticket at 9:04 am as solved (7 hours 40), then in the afternoon we close the ticket at 3:19pm (6h 15min since solved). Total time between new->closed is 13 hours 55min.
Gorelo is reporting the response time at 6h 19min. -- so the time between solved -> closed?
I could understand if the time was 9am (open business -> solved) but i dont get the logic of the response time above.
This is possible a workflow issue on our part, as we dont fully understand it.
But an example is a automated backup email arrives at 1:24am, we then mark the email/ticket at 9:04 am as solved (7 hours 40), then in the afternoon we close the ticket at 3:19pm (6h 15min since solved). Total time between new->closed is 13 hours 55min.
Gorelo is reporting the response time at 6h 19min. -- so the time between solved -> closed?
I could understand if the time was 9am (open business -> solved) but i dont get the logic of the response time above.
