Resolution time depends on the reporting definition. Zendesk distinguishes first resolution, from ticket creation to its first solved status, from full resolution, which runs to the most recent solved status. Reopened cases can therefore affect the two measures differently. Source: Zendesk: Native support time metrics

Agree what resolved means

Define the outcome for each request type, such as an amendment confirmed with the supplier and communicated to the traveller. Record who can close the case. This helps align the support status with the outcome the team is trying to deliver.

Keep waiting cases in view

Review open requests alongside completed ones and label cases awaiting a supplier or traveller. Agree how those waits are counted in reports. This gives managers a clearer view of the workload without assuming a short average describes every outstanding problem.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.