Why did Freshdesk resolution time change for a past period?
The Freshdesk help pages give 4 common reasons. The first to rule out: Average resolution time is built from the tickets resolved in the period you pick, so it moves with what was resolved, not with what was opened.
What causes it?
Average resolution time is built from the tickets resolved in the period you pick, so it moves with what was resolved, not with what was opened.
In the Freshdesk help:
Only the tickets that were resolved during the selected time period will be taken into account.
Helpdesk Performance: Average Resolution Time : Freshdesk Support, read 2026-11-12.Tickets opened before the period still count once they are resolved in it.
In the Freshdesk help:
They may have been created anytime (inside and outside the selected time period).
Helpdesk Performance: Average Resolution Time : Freshdesk Support, read 2026-11-12.A ticket that is reopened after it was resolved leaves that period's average, so a period that is already over can still change.
In the Freshdesk help:
Tickets that were resolved in the selected time period but reopened later will not be taken into account.
Helpdesk Performance: Average Resolution Time : Freshdesk Support, read 2026-11-12.Only tickets whose status is resolved or closed right now are counted, so a later status change can take a ticket out.
In the Freshdesk help:
The current status of the ticket should be Resolved or Closed.
Helpdesk Performance: Average Resolution Time : Freshdesk Support, read 2026-11-12.
How do I check it myself?
If your plan includes ticket drill-down, open the tickets behind the average to see which ones joined or left it.
In the Freshdesk help:
Click on any widget in the report for a detailed drill-down of tickets in the specified time period.
Helpdesk Performance Report in Analytics : Freshdesk Support, read 2026-11-12.Filter the report by ticket properties or tags to see which kind of ticket moved the average.
In the Freshdesk help:
The Helpdesk Performance report can be filtered based on all the ticket properties, default and custom, including Tags.
Helpdesk Performance: Average Resolution Time : Freshdesk Support, read 2026-11-12.
How does Freshdesk work with Feder?
- Connect Freshdesk to Feder and it joins your Experience apps.
- When you connect Freshdesk, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Freshdesk, one of your Experience apps. Feder only reads. It never changes anything in Freshdesk.
What else goes wrong with these numbers?
- Why did my CSAT score change in Freshdesk?Freshdesk
- Why did my average first response time jump in Freshdesk?Freshdesk
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Freshdesk help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.