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can you please mention the difference between time to resolution and time to first response?

I have struggled to set time to resolution and time to first response.So that i need the difference.

1 answer

2 votes

Hi @angelinjebapriya 

Time to first response - when the customers are contacted by an agent with an acknowledgement of the ticket. It is important to assure that their tickets are being looked at. It is usually short - less than few hours.

Time to resolution - actual time it takes to resolve the ticket and provide solution. It can be few hours to few days depending upon the impact and urgency and few other parameters.

I guess you are using JSD and these SLAs are already pre-configured which can be modified as well.

Is this what you were looking for?

Ravi

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