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Freshservice for MSP Yes, reopening a resolved ticket would affect average resolution time as the ticket is being put back to open status where the SLA clock will continue to run.
Will the reopening of a Resolved ticket count against Average Resolution time?
Will the reopening of a Resolved ticket count against Average Resolution time?
Yes, reopening a resolved ticket would affect average resolution time as the ticket is being put back to open status where the SLA clock will continue to run.