• in April 2016 for IS tickets
• in October 2016 for Process tickets

The data for all tickets opened in 2016 is only accurate on volumetry (number of tickets onpened, closed and ongoing) since we don't have all fields for all the tickets (time in group, user timezone, .... ) before 2017.

As from January 2017, we do have full data provided by Freshdesk. This is why the "resolution time", "time in group", (...) and all the KPI based on ticket status history only start in 2017.

However, all the time-dependant KPI may lack acuracy :

• Business hours are considered in the end-user timezone. For about 80% of users, we don't have the timezone of the user (request made by a customer, a partner, ...) so the timezone is set to Paris / Brussels. The geo-data (zone, country, site) is taken in the ticket data, and remains inchanged.
• For P3/P4/P5 tickets, business hours are "8:00 - 18:00" (Processes) or "8:00-20:00" (IS), except for D-1 D4 closing periods. This hours may not perfectly fit each end-user business hour.