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

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

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

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