First Response Time measures speed of the initial reply. Resolution Time measures the complete duration of the ticket lifecycle. Both are defined in SLA policies, but resolution time typically has a longer threshold as it accounts for investigation, fixes, and verification.
Resolution time is paused when a ticket is placed On Hold, since delays waiting for customer input or third parties should not penalise the support team. Zoho Desk’s SLA timers are business-hours-aware, excluding nights and weekends.
The Response Time Report and Agent Activity Report in Zoho Desk show average resolution times by agent, team, and ticket type. Identifying consistently slow resolution categories helps target training or process improvements.
Resolution Time is the duration from when a ticket is created to when it is closed. It is a core SLA metric that measures how long customers wait for their issues to be fully resolved.
Yes. When a ticket is set to On Hold status, the resolution timer pauses. This ensures teams are not penalised for delays caused by waiting for customer responses or third-party actions.
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