Hi! Looking to find out if anyone knows if, in Analytics Explorer, the “Ticket Resolution Over Time” section includes any “on hold” status of tickets? Wondering if when a ticket is put on hold, the “clock stops” for that ticket, and any time spent “on hold” is excluded from performance calculations. Thank you!
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Hey
Resolution time is calculated individually for every ticket. If there is an SLA then the ticket will calculate using the rules of the SLA. If not then it will use the default, which does not stop when a ticket is on hold. Created time to closed time is the default behavior for resolution time. I hope this helps 
We are using a custom ststus of “Fee Owed” for tickets waiting for a fee to be paid. This is an “On Hold” Work flow stage. How can we track these tickets without skewing our Resolution time? Thank you!
You can do this by heading to Administration/ SLAs. When setting up one for “on-hold” devices, make sure to add that as a filter for the work stage. Here is the guide with additional specifics:
I hope this helps 
Thank you, I’ll look into it!
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