Freshworks Partner

The 'Average resolution time' widgets in the 'Helpdesk Performance' report shows the average time taken by the agent to resolve a ticket and the time split with respect to the ticket properties like Source, Status, Priority, etc. Only the tickets that were resolved during the selected time period will be taken into account. They may have been created anytime (inside and outside the selected time period). 

The current status of the ticket should be Resolved or Closed. Tickets that were resolved in the selected time period but reopened later will not be taken into account.

Average resolution time = Total time taken to resolve tickets during the selected time period divided by the number of tickets resolved in the selected time period.

Ticket filters

The Helpdesk Performance report can be filtered based on all the ticket properties, default and custom, including Tags. Using filters, you can see which agent or group is more efficient when it comes to first responses.

Note: When you filter the report based on Agent/Group, the tickets are displayed based on who sent the response rather than who the ticket is assigned to.

This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest resolution time and who handles those tickets. Or you can check if the average resolution time decreases as the priority increases and if it doesn't you can find out which particular agent/group is causing the difference.

Average resolution time split by Source

This widget shows the average time taken to resolve tickets from each source during the selected time period. You can check for the specific source of the tickets which have the highest average resolution time and deep-dive to figure out why it takes so long.

Average resolution time split by Priority

This widget shows the average time taken to resolve tickets of each priority during the selected time period. The average time to resolve should be decreasing as the priority increases. 

Average resolution time split by Type

This widget gives you the average time taken to resolve tickets of each type during the selected time period. This widget helps you find out what type of tickets take the longest time to resolve. You can set up internal rules and tools in place accordingly. For example, if tickets of type 'Problem' take the longest to resolve, you can encourage agents to get on screen-sharing sessions with the customer after a couple of interactions.

Average resolution time split by Custom Property (Estate +)

This widget gives you the average time taken to resolve tickets of each custom property value during the selected time period. If you have multiple custom properties, you can choose any of them from the dropdown and see the average resolution time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.