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In the time to resolution reports is the average time based on when the ticket is taken or when the request comes into HelpSpot and a ticket # is assigned to it and then resolved?


Hi Kim,

It depends on if you have it set to be business hours or all hours. If you’re using all hours then it’s just the closing time - the open time. If you’re using business hours the system attempts to figure out only the actual business hours between opening and closing.


So if the report says the average speed to response time is 15 minutes, that means the tickets could have been unassigned for 2 days but once they were taken, it took 15 minutes to close them. Is this correct?


No, it’s from the time it’s created not from the time it’s assigned. However, if you’re using business hours and not total hours then it will try and factor in business hours only.