Last updated: 2022-05-16

Source: https://support.freshdesk.com/support/solutions/articles/50000004245-how-can-i-measure-resolution-time-for-a-ticket-excluding-the-time-spent-on-waiting-for-the-customer-

You can get this data in two ways:

1\. Choose the Metric: Resolved time spent in business hours

Sort by Filter: Status does not include waiting on customer

Group by: Status

From underlying data, you can find out how much time was spent on the SLA status at a ticket level

2\. Choose the Metric: Resolved time spent in business hours

Sort by Filter: Status does not include SLA Status: Off

Group by: Status

From underlying data, you can find out how much time was spent on the SLA status at a ticket level