Ability to report on average time to resolution based on business hours

Idea created by Shvonne Craig on Jul 18, 2017
    Long term plan
    Score20
    • Nathan Evenson
    • Shvonne Craig
    • David Weinberger
    • Gustavo Trujillo

    Just like we have average time to first response based on business and elapsed time - we need average time to resolution to have the same two options. 

     

    Reporting is skewed because ticket resolution reports are based on elapsed time rather than business hours.  If one of my guys works on a ticket for 1 hour just before the end of the business day on Friday and then finished the ticket on Monday, he's getting dinged because the report shows it took him days and not hours to resolve the ticket.

     

    What problem will this feature solve?:
    Messed up reports that are based on an elapsed 24 hour day rather than business hours based on how BUSINESSES RUN.