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

Modified on Sun, 9 Mar at 4:26 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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