Support Resolution Time Calculation
Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correction; a new correction; or a viable detour or work around.
HOWEVER, I'm currently reading @John Ragsdale's book Lessons Unlearned (and loving it!) and he mentioned, in a situation where the fix is beyond Support's control, his preference for marking an incident as resolved when the bug fix ticket is filed by the team (Resolution categorization: Future Fix). His strategy is explained as ensuring a clear distinction between Support's wholly-owned resolution time and when the resolution is out of their control. We do this when the future fix is going to be a ways out but if the fix is near-term or a P1/P2 issue, then we stay with it until Eng comes back with the fix.
Questions for the group:
- Do you mark incidents as resolved upon the filing of the bug fix internally? If so, how is the communication handled back to the client when the bug is actually fixed later on?
- If you mark incidents as resolved like we do (definition above), how do you separate resolution time within Support's control vs. when it escalates outside of the team?
- Would you recommend we move to the Future Fix methodology?