Update ticket reopen duration each time a ticket closes
Update ticket reopen duration each time a ticket closes
Your solved tickets often lack reopen-duration tracking, leaving triage and SLA context incomplete. It records cumulative reopen minutes on the ticket so agents see accurate history fast.
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Overview
Support leaders lose SLA visibility when reopen time isn’t tracked on tickets. This flow calculates and writes cumulative reopen minutes to ticket records so agents and managers see accurate triage context within minutes and reduce SLA surprises.