In the Reports section of the application, you can notice several references to various "times": Response time, Resolution time, Duration, Time spent. Let's clarify the meaning of these terms.
- Response time
Time between the moment the ticket was created and the moment the technician sent the first response to it.
- Resolution time
Time between the moment the ticket was created and the moment the ticket was closed as resolved.
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 or counted by the program automatically.
Now you can navigate the reports with a lot more confidence.
- If you specify work hours, the application counts the amount of work time you have spent on the ticket. In other words, if you have spent some time working on a ticket, and it happened on Saturday or Sunday, that amount won't count in any reports.