Keep IT helpdesk resolution times accurate for SLAs

IT helpdesk agents close tickets without a recorded resolution time, causing SLA gaps and unreliable ops reporting. It computes time-to-close on completion and updates the task so SLAs are tracked.

Overview

Unrecorded resolution times create SLA blind spots and unreliable ops reporting that risk missed commitments. This workflow captures time-to-close when a ticket is completed and writes it back to the task, giving ops leaders accurate SLA visibility and fewer missed follow-ups.

Notable Features

Calculate ticket time-to-close on completion
Update task record with resolution hours
Flag potential SLA breaches for review