Resolution time is the time between opening and fully closing a ticket, and is a key indicator of your customer service efficiency.
Resolution time measures how long it takes to fully resolve a ticket, from first contact to final closure. This can be minutes for a simple question, or days for a complex technical issue.
Unlike first response time (how fast you reply), resolution time is about how quickly the problem actually gets fixed. Together, both metrics give a complete picture of your service performance.
With SLA settings in Bugalou, you set maximum resolution times per priority level, and your team gets automatic warnings when a ticket risks staying open too long.
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