The resolution time is the time it takes for agents to resolve a ticket to the satisfaction of the customer. The time it takes to resolve a ticket is determined by its priority. Companies typically establish a SLA that specifies the time frame for resolving tickets.
When resolving a ticket takes a long time, the customer becomes frustrated. Worse, they will lose trust in your system. As a result, administrators must ensure that agents have everything they need to quickly resolve tickets at their fingertips, such as a set of knowledge base articles visible only to them on how to solve tricky but recurring issues.
