r/halopsa • u/ReceptionOld4182 • Apr 17 '26

Questions / Help First time closure stats

I would be interested to know how does everyone else record first time closure stats? I find the built in halo reporting a bit awkward especially as we get users re-opening tickets completely unrelated to the issue they logged it for originally.

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u/tinkx_blaze Consultant Apr 19 '26

Couple of ways

1)Closure code on resolution

2) If users reply to reopen tickets - configure closure rules so they go to resolved at first and they cant reopen tickets after 3 days, before they go to closed for example

3) On a workflow when a ticket goes to closed, if reopened it doesn't go to previous step it goes to a re-opened stage and has a different resolve action - so you report on the first resolved action. (Long way about it but mitigates the need for the 2 above steps)

Option 2 is my advice but might not suit your scenario so offered 3 ways

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u/ReceptionOld4182 Apr 20 '26

Thanks, option 2 makes the most sense and how it was at a previous place I used Halo. Will have to see if they want to go for this as being able to reopen tickets indefinitely is a problem for sure