Will the reopening of a Resolved ticket count against Average Resolution time?

Modified on: Fri, 25 Jun, 2021 at 9:38 PM

Freshdesk

Sprout

Blossom

Garden

Estate

Forest

Freshdesk

Free

Growth

Pro

Enterprise

Freshdesk Omni

Growth

Pro

Enterprise

Omnichannel (classic)

Estate Omnichannel Tick mark

Forest Omnichannel

Omnichannel (classic)

Growth Omnichannel Tick mark

Pro Omnichannel Tick mark

Enterprise Omnichannel

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.