{"id":4253,"date":"2026-05-29T21:17:42","date_gmt":"2026-05-29T21:17:42","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4253"},"modified":"2026-05-29T21:17:42","modified_gmt":"2026-05-29T21:17:42","slug":"resolution-time-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/resolution-time-zoho-desk\/","title":{"rendered":"Resolution Time"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Resolution Time in Zoho Desk is the total time from ticket creation to the ticket being closed. It is the second major SLA metric, measuring how long it takes to fully resolve a customer&#8217;s issue.<\/div>\n<div class=\"gt-section\">\n<h2>Resolution Time vs First Response Time<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Factors That Affect Resolution Time<\/h2>\n<p>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&#8217;s SLA timers are business-hours-aware, excluding nights and weekends.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Monitoring Resolution Time Performance<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> An HVAC service company in Delhi sets a 48-hour resolution time SLA for all service tickets. If a ticket is placed On Hold waiting for a spare part, the timer pauses. When the part arrives and the ticket is reopened, the timer resumes from where it stopped.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/first-response-time-frt-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">First Response Time (FRT)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-violation-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA Violation<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/response-time-report-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Response Time Report<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is Resolution Time in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Does the resolution timer pause when a ticket is On Hold in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Resolution Time in Zoho Desk measures the total time from ticket creation to closure, forming the second key pillar of SLA compliance alongside First Respo<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Resolution Time | Zoho Desk Glossary","seo_description":"Resolution Time in Zoho Desk measures the total time from ticket creation to closure, forming the second key pillar of SLA compliance alongside First Respo","seo_keyword":"resolution time zoho desk","seo_faqs":"[{\"q\": \"What is Resolution Time in Zoho Desk?\", \"a\": \"Resolution Time is the duration from when a ticket is created to when it is closed. 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