Understanding Response and Resolution Targets

Response and resolution targets measure different parts of the ticket service lifecycle.

Response target

A response target represents the expected time for the Helpdesk to provide a qualifying response according to the configured SLA rules.

Resolution target

A resolution target represents the expected time for the ticket to reach the required resolved state.

Why the distinction matters

A ticket may receive a timely response but still require additional work before resolution.

Monitoring both measures gives a more complete view of service performance.

Priority and service level

Targets may vary according to priority, service plan, customer agreement, or other configured conditions.

Paused or waiting states

Depending on SLA policy, some ticket states may affect how service time is calculated.

Good practices

Document the meaning of each target clearly so agents understand what action is required and customers receive consistent service expectations.