Timing terminology

In the Reports section of the application, you can notice several references to various "time metrics": Response time, Resolution time, Duration,etc. Let's clarify the meaning of these terms.

  • Response time
    Time between the moment the ticket was created and the moment the ticket has been moved to "In progress".

  • Resolution time
    Time between the moment the ticket was created and the moment the ticket was closed as resolved.

  • Duration
    Synonym for (2) in some reports, i.e. ticket lifetime.

  • Time spent
    Amount of time the technician has spent working on the ticket. It can be entered manually into a ticket or counted by the program automatically every time you're looking at the ticket.

Now you can navigate the reports with a lot more confidence.

Note:

  • If you specify work hours, the application will use that when calculating the first three metrics. For example, when calculating "Response time" for a ticket created on a Sunday evening, and the work has started on Monday 10AM, the response time will be "one hour".
Creation date: 12/23/2015 7:50 AM      Updated: 5/24/2024 11:11 AM
Jitbit Helpdesk ticketing system is our flagship product. Its a great helpdesk software app offered both as a hosted and "on-premise" versions.