Ticket resolution time — now with office hours

Measuring how long tickets take to resolve just got more accurate. Two new metrics are now available in the Tickets dataset for custom reports:

• Ticket time to resolve (office hours) — calculates resolution time using your workspace's default office hours schedule
• Ticket time to resolve (team office hours) — calculates resolution time using each assigned team's specific office hours schedule

No more inflated resolution times from nights and weekends. Find them under Reports → New custom report → Tickets dataset.