Understanding how quickly tickets are resolved is key to measuring support efficiency and service quality. In BoldDesk, you can create a custom dashboard widget that categorizes resolved tickets into resolution time ranges such as within 3 days, between 3 and 7 days, and more than 7 days.

This classification helps support teams analyze resolution performance, identify tickets that exceeded expected turnaround times, evaluate agent efficiency, and monitor SLA-based resolution trends across a selected reporting period.

Prerequisites

Before creating the widget, make sure:

• The required tickets have an SLA policy applied.
• The SLA policy includes a Time to resolution target.
• The SLA operational hours match your reporting requirement.
  • Use calendar hours if you want the timer to run continuously.
  • Use business hours if you want the timer to follow configured working hours.

Create a Widget to Track Tickets Resolved Within Defined Durations

To create a custom widget that tracks tickets resolved within specified time ranges:

1. Go to the Reports module.

2. Open the dashboard where you want to add the widget.

   • To create a new dashboard, click Create Dashboard, enter the required details, and click Create.

   • To use an existing dashboard, click the More options icon next to the dashboard and select Edit Dashboard.

     

3. Click Add Widget.

4. In the Add Widget page, select SLA from the module dropdown.

5. Click Create New.

   

6. In the widget settings page, enter a widget name, such as Tickets Resolved by Time Range.

7. Configure the widget settings as follows:

   • Module: SLA
   • Widget Type: Chart
   • Chart Type: Select a chart type, such as Column, Bar, Pie, Doughnut, Pyramid, or Funnel.
   • Aggregation: Count
   • Values: SLA Achieved Count
   • Sort by: Value
   • Group by or X Axis: Agent Turnaround Time
   • Time Range Format: Select 24 hours, 48 hours, 72 hours, or Custom Range based on your reporting requirement.

   The field label may appear as Group by or X Axis depending on the selected chart type.

8. Review the automatically generated intervals in the Time Range field.

   If you selected Custom Range, define the required minimum and maximum durations, and click Apply.

9. Add the required date filter.
   You can change the date filter based on the reporting period you want to analyze.

10. Click Add to save the widget.

    

After the widget is created, the dashboard displays ticket counts by the configured turnaround time ranges. You can hover over a chart section to view its percentage and count, or click a specific chart section to view the underlying ticket data for that selected time range.

You can also use the widget options to refresh, maximize, open the widget in a new tab, change the chart type, or view the complete underlying data for the widget.

Difference Between Ticket Age and Agent Turnaround Time

Example

A ticket may be moved to the Solved status within 24 hours but remain in the system until it reaches its final closed state. In this scenario:

• Agent Turnaround Time reflects the 24-hour resolution time.
• Ticket Age continues to increase until the ticket is fully closed.

As a result, the two metrics can show different values for the same ticket.

Troubleshooting

Agent Turnaround Time is not available in the Group by field

Confirm that the SLA module is selected in the widget settings. The available Group by fields depend on the selected module. Agent Turnaround Time appears when the SLA module is selected, while Ticket Age appears when the Ticket module is selected.

The widget does not show tickets in the expected time range

Review the configured Time Range values and make sure they match your reporting requirement. For example, use 1m–72h for tickets resolved within 3 days, 72–168h for tickets resolved between 3 and 7 days, and 168h+ for tickets resolved after 7 days.

The widget count is lower than expected

Confirm that the relevant tickets have an SLA policy applied and that the SLA policy includes a Time to resolution target. Since the widget uses the SLA module and SLA Achieved Count, only tickets that met the configured SLA target are included in the widget result.

If you want to include all tickets where an SLA was applied, use SLA Applied Count instead.

The report does not follow continuous calendar days

Check the operational hours configured in the SLA policy. If the SLA uses business hours, the calculated turnaround time follows the configured business hours. If the report should measure continuous time, configure the SLA policy to use calendar hours.

Permissions

To create a custom dashboard widget that tracks tickets resolved within specified time ranges, the agent’s role must have access to the Reports module and the Create custom dashboard permission enabled.

When enabling Create custom dashboard, choose the required access scope based on who should be able to use the dashboard:

• Private and agent
• Private, agent and group
• Private, agent, group and public

If agents also need to edit or manage existing custom dashboards, enable the Manage custom dashboard permission.

Frequently Asked Questions

1. Can I track tickets resolved within 3 days in BoldDesk?
   Yes. Create a custom dashboard widget using the SLA module, set Group by to Agent Turnaround Time, and configure a custom time range such as 1m–72h.

2. Which value should I select to track resolved tickets within SLA?
   Select SLA Achieved Count. This tracks tickets that met the configured SLA target within the selected turnaround time ranges.

3. Can I use the same widget to track breached tickets?
   Yes. If you want to track tickets that missed the configured SLA target, select SLA Breached Count in the Values field instead of SLA Achieved Count.

4. Why should I use Agent Turnaround Time instead of Ticket Age?
   Use Agent Turnaround Time when you want to measure how quickly tickets were resolved. Ticket Age shows how long tickets have existed in the system and should not be used as a replacement for resolution-speed reporting.

5. Why is Agent Turnaround Time not shown in the Ticket module?
   Agent Turnaround Time is available when the SLA module is selected. Ticket Age is available when the Ticket module is selected. The available Group by fields depend on the selected module.

6. What permission is required to create this widget?
   The agent’s role must have access to the Reports module and the Create custom dashboard permission enabled. If the agent needs to edit or manage existing custom dashboards, enable the Manage custom dashboard permission.

Related Articles

1. Overview of the SLA Dashboard
2. What is Service Level Agreement (SLA)?
3. How to Measure SLA Met vs. Breached Tickets in BoldDesk
4. Custom Widgets: Create, Edit & Manage Dashboards Easily in BoldDesk