Resolved conversations

Note: The information in this article applies to conversations using ticket statuses. If you’re assigning conversation stages to your conversations using rules, see the metric calculations here.

Term name	Resolved conversations
Purpose	Track conversations for which the work is considered done.
Definition	Conversation segments that were resolved for the last time during the selected time period, and remained resolved since. If a resolved conversation is moved out of an inbox with ticket statuses, it stays resolved.
Location & attribution	Workload report Key metrics chart Workload over time graph Busiest times heatmap Conversation stages chart Resolution report Resolution by tag table Team performance report Busiest times heatmap Overview report (Note: this metric is calculated based on conversation stages) Main metrics cards Conversation stages chart Changes over time chart
FAQ	If a resolved conversation is moved out of an inbox with ticket statuses, it stays resolved until it's moved back into an inbox with ticket statuses

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