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I have a ticket where the "resolution time in hours" reported using Helpdesk in Depth reporting as 197:12:09
This just looks like"resolved time" - "created time" - correct?
My SLA is set to 3 hours and Freshdesk is including this as a "Pass"
Question 1) How does Freshdesk calculated the SLA resolution time that is uses to define whether this is a pass or a fail based on the associated SLA calculated?
Question 2) How can I report on this same SLA resolution time i.e the value being used by Freshdesk to compare against the SLA as it is obviously not the "resolution time in hours"
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