Google translate
Hello, could you tell me if the response time of the Control Panel is Hours or minutes? If I have a single ticket,
I count the minutes and the amount that comes out in service and response time does not match ...
Also, the service time, must it always be higher than the response time? In my case it comes out 2 in service time
and 10 in response time ...
Thank you!
According to a PR back in 2018:
Service Time:
Refers to the duration of time that begins at the opening of a ticket and ends when the ticket is closed.
The Service Time column measures the average Service Time per ticket, in hours.
Response Time:
Shows an average response time by an Agent, in hours, to ticket correspondence.
