Time Spent and Resolution Time wrong?

  • 28 January 2022
  • 12 replies

I am curious how the time spent and resolution time are calculated. Both of these numbers are not correct.



12 replies

Hey Jessica,

Could you confirm, where do you see this discrepancy, please?
Does this Insight belong to the "10. Time Sheet Summary" Dashboard?

This is a custom dashboard that I have built. The tile itself is the insight, List of Tickets (Open)

I see, thank you for letting me know.
Are you using any Dashboard filters, please? Also, it looks like there is no Agent or Group column specified in your report.
What exact results are you hoping for, please? 

The filter is for last month only and I am hoping to see the total time spent on the ticket. I included a screen shot of the total time spent on the ticket with this request, so that is the number I would expect to see.

Thank you for the clarification. I am just afraid, it is not showing the total time spent by all agents who ever worked on a ticket.

Could you try to add the Agent column/attribute to your Insight and check the results then, please? In the meanwhile, I will verify if your data are being uploaded correctly.

Hi Jessica,

This is Michal from the GoodData for Freshdesk team. Thank you for reporting both issues to us. Let me share a short update:

  • I can confirm the “resolution time” is caused by a wrong formatting in our metric. We are preparing a fix, so you can expect it will be released in the first half of February
  • We are investigating the “time spent” currently

Please stay tuned. We will keep you posted. Thank you.

Hi Jessica, let me confirm the “Resolution Time” issue has been fixed. We will keep you updated about the “Time Spent”.

Hi Jessica,

could I kindly ask you for more information regarding the Total time tracked/Time Spent?
We see 1810 minutes in the data, which translates to more than 30 hours of Total time tracked. Could you please confirm that the screenshot you took from the application shows the total time tracked for the ticket 4269 for all agents, all hours (billable and non-billable)? Thank you!

Also, we will modify the formatting of this metric, so that it is consistent with other metrics.

Thank you again,


Hi Jessica,

Please, does the issue still persist?
Could you share more details with us as requested above?

Thank you very much in advance.

Sorry I have not been receiving these replies in my inbox, so I did not know you were waiting on anything from me. Can confirm the example ticket only had 2 hours 27 minutes of time logged.



Hi @jessica-digilio, thank you for the details. We are verifying with our folks from Freshdesk where the inconsistency comes from. We will keep you updated.

Hi @jessica-digilio, we identified two problems:

  1. The time spent is not returned correctly by the Freshdesk's API. We are currently waiting for a fix of the API.
  2. According to the screenshots that you shared with us, there seems to be some problem with your agent configuration in Freshdesk. You should see more time spent entries for the ticket 4269. We recommend you to contact Freshdesk support and check your agent configuration.

Thanks & Regards,