The Freshdesk Ticket Resolution Time App is a custom-built tool designed to enhance the accuracy and completeness of ticket management by ensuring that the resolution time for every support ticket is properly logged before closing the ticket. Accurate tracking of resolution time is essential for both performance metrics and customer service quality. This app checks whether the resolution time has been recorded in the ticket’s time logs, and if not, it prompts the agent to enter the missing information when closing the ticket.

Properly documenting resolution times allows businesses to track support efficiency, monitor agent performance, and analyze trends in how long it takes to resolve issues, which can be used for improving processes and identifying bottlenecks. Additionally, this data helps reporting and supports billing in scenarios where support is tied to specific service level agreements (SLAs).

Key Features and Functionality:

1. Automatic Resolution Time Check:
   • Time Log Verification: The app automatically checks whether the ticket resolution time has been recorded in the time logs for each ticket. When an agent attempts to close a ticket, the app checks the associated logs to see if the resolution time is present.
   • Missing Resolution Time Detection: If the resolution time is missing or not properly logged, the app will trigger a notification to alert the agent that the ticket cannot be closed without entering the missing data. This ensures that no ticket is closed prematurely or without a complete record.
2. Prompt for Resolution Time Entry:
   • Real-Time Prompt on Ticket Closure: When an agent tries to close a ticket without adding the resolution time, the app will prompt the agent with a reminder, asking them to fill in the missing time entry before completing the ticket closure.
   • Customizable Prompt Message: Admins can customize the wording of the prompt to fit the tone of the organization and provide specific guidance to agents about the importance of resolution time tracking. For example, a prompt could say: “Please log the time taken to resolve this issue before closing the ticket.”
   • Resolution Time Field: The app will display a simple, user-friendly input field where the agent can easily enter the resolution time in minutes, hours, or any time format configured by the organization.
3. Manual and Automated Resolution Time Input:
   • Manual Entry of Resolution Time: The app gives the agent the ability to manually enter the time spent on the ticket resolution. This is particularly useful in cases where the agent needs to estimate the time spent resolving the issue or needs to account for non-continuous work (e.g., time spent waiting for customer feedback, investigating an issue over a few days, etc.).
   • Time Formatting Flexibility: The app supports various time formats, allowing agents to log time in hours, minutes, or any custom time unit depending on the business needs.
4. Seamless Integration with Freshdesk:
   • Native Integration with Freshdesk: The app is designed to integrate directly with Freshdesk’s ticketing system, ensuring that ticket resolution time is accurately logged without interrupting existing workflows. It works seamlessly with Freshdesk’s ticket fields, user interface, and reporting tools.
   • Easy Installation and Maintenance: The app is easy to install and maintain within the Freshdesk environment, requiring minimal configuration from the admin side. It fits naturally into the existing Freshdesk interface, and agents can quickly adopt it without needing additional training or complicated setup steps.

Key Benefits of the Freshdesk Ticket Resolution Time App:

1. Improved Reporting and Analytics:

By ensuring that resolution time is always logged, the app provides businesses with accurate, actionable insights into their support performance. Managers can analyze ticket resolution times across different agents, teams, or departments, leading to better decision-making and more informed process improvements.

2. Better Accountability and Performance Monitoring:

With a structured system for tracking resolution times, the app helps improve agent accountability and ensures that each agent takes responsibility for properly logging time. It also provides valuable data for performance evaluations, helping managers reward high performers and offer support where needed.

3. Enhanced Customer Service:

Accurate tracking of resolution time helps ensure that customers receive timely support. By maintaining proper logs, businesses can identify delays and address bottlenecks in their processes, ultimately improving customer satisfaction and meeting customer expectations.

4. Streamlined Ticket Closure Process:

With automatic prompts for entering resolution time, the app streamlines the ticket closure process, ensuring that all relevant data is captured before a ticket is marked as resolved. This eliminates the risk of incomplete records and ensures better data consistency across the system.