Time Spent and Resolution Time wrong?

I am curious how the time spent and resolution time are calculated. Both of these numbers are not correct.




Best answer by Boris 9 June 2022, 13:57

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6 replies

Userlevel 2


Could you confirm, where do you see this discrepancy, please?
Does this Insight belong to the "10. Time Sheet Summary" Dashboard?

This is a custom dashboard that I have built. The tile itself is the insight, List of Tickets (Open)

Userlevel 2

I see, thank you for letting me know.
Are you using any Dashboard filters, please? Also, it looks like there is no Agent or Group column specified in your report.
What exact results are you hoping for, please? 

The filter is for last month only and I am hoping to see the total time spent on the ticket. I included a screen shot of the total time spent on the ticket with this request, so that is the number I would expect to see.

Userlevel 2

Thank you for the clarification. I am just afraid, it is not showing the total time spent by all agents who ever worked on a ticket.

Could you try to add the Agent column/attribute to your Insight and check the results then, please? In the meanwhile, I will verify if your data are being uploaded correctly.

Userlevel 2

Hi, we identified two problems:

  1. The time spent is not returned correctly by the Freshdesk's API. We are currently waiting for a fix of the API.
  2. According to the screenshots that you shared with us, there seems to be some problem with your agent configuration in Freshdesk. You should see more time spent entries for the ticket 4269. We recommend you to contact Freshdesk support and check your agent configuration.