This introduction article will help Users to know the difference between these four ticket reporting metrics using the TDNext interface in a ticketing application. The user must have TDNext access as a Technician and ticketing application access to create ticket reports.
Overview
When working with ticket metrics and KPIs, you will need to choose between working with the Responded Date and Resolved Date or the Initial Responded Date and Initial Resolved Date. This article describes the difference between these two sets of dates.
Where to Find This
You can access this feature in the TDNext interface by following this path:
TDNext > Ticketing application > +Report > Report > Ticket Report
Using Responded or Resolved Date Values
Responded vs Initial Responded
When a ticket enters the In Process status class for the first time, the date is saved into both the Responded Date and Initial Responded Date fields. If the ticket moves to an On Hold status class and then back to In Process, the Responded date will be updated to when it was moved into the In Process status class.
Resolved vs Initial Resolved
When a ticket is closed for the first time, the date is saved into both the Resolved Date and Initial Resolved Date fields. If the ticket is reopened and then is closed again, the Resolved Date will be updated to when it was closed again. If the ticket moves from a Resolved status class to an On Hold status class, and then is moved back to a Resolved class, the Resolved date will be updated to when it dropped back to Resolved again.
Choosing the Right KPI in Reports
Ticket KPIs are calculated based on both sets of metrics. When you create a report, it's important to think about whether the initial or final version of the metric is more appropriate for your report.