[Unknown error - Resolution time vs Response time not corresponding]

Hi there, has anyone encountered this issue where response time to ticket deviates from resolution time? 

 

I have included a screenshot. 

 

Would appreciate thoughts 

 

Thank you 

[Applying FAQ's quick responses]

Hi there, I hope someone can provide an answer for this query. 

 

I have created a group of FAQs that are currently not being viewed enough. I would like to know if there is a way to connect these FAQs to my ticket replies. To drive traffic there but also make use of the visual guides that I have created.

 

Under Solutions there are connected FAQs but would like to explore more options

 

Thank you 

 

[Adding services into Favorites]

Awesome, thank you. I just applied it and it works well 

[Adding services into Favorites]

Hi there, 

My query in context. I want to add a service we provide onto my favorite. Is there a way of doing this?