Access ticket resolution metrics in the workflow report

Your favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for. 

Learn more about each resolution metric at the links below: 

• Resolved conversations
• Unresolved conversations
• Resolution time
• Replies to resolution
• Resolved on first reply

Note: Conversation stages will be gradually replaced by ticketing statuses—learn more here.