We started creating a ticketing process and submitted several test tickets but then didn’t revisit the process for several months. We’re now ready to go live, but the average resolution time is 75 days. Is there a way to reset the resolution time so that we can start from 0?
You cannot reset that avg resolution time. But on dashboard you can add a filter to show post creation date of live tickets.
Hope it helps!
The alternative we use, is we created a new ticket status of archive, and move old tickets to this status before closing them. Then when we report on tickets, we have a filter to exclude any tickets with the archive status. We also automatically archive tickets after X days using workflows, with another workflow to send reminders to ticket owners to close. This helps with some of the ongoing reporting we have to exclude these outliers, which initially impacted our reporting significantly.
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