Set a Target Resolution Time for Tickets

Why Ticket Resolution Time Targets Matter

Every unresolved ticket represents a patient, caregiver, or staff member waiting for clarity, support, or next steps. Delays—especially when they’re unpredictable—create frustration, increase follow-up volume, and can erode trust in the patient experience.

Ticket resolution time isn’t just an operational metric. It reflects how reliably your organization responds to patient needs and internal issues. Setting a clear resolution goal establishes a shared expectation across teams and helps ensure that requests don’t fall through the cracks during busy periods. A resolution time goal creates consistency and helps teams act with intention rather than urgency alone.

How to Set a Ticket Resolution Time Target

1. Navigate to Insights > Ticketing

2. Click Set Goal at the top right of the page. Alternatively, you can click the Target Not Set - Click to Configure message in the Average Resolution Time graph. 
3. Click Track a target resolution time for tickets.
4. Input your resolution time target in days. Click Save to apply the target. 
5. The Average Resolution Time graph will update to show your goal. The target time will be displayed as a dashed green line on the graph. 

How to Remove a Ticket Resolution Time Target

1. Navigate to Insights > Ticketing

2. Click Set Goal at the top right of the page. Alternatively, you can click the Target displayed at top of the Average Resolution Time graph. 
3. Click Track a target resolution time for tickets to turn off goal tracking for this metric.
4. Click Save to apply your changes.