Types of ticket status  

The available ticket statuses on Radarr include: New, Open, In Progress, On Hold, Escalated, Closed, and Invalid. 

• All new tickets are automatically assigned the New status upon creation. 

• All other statuses must be set manually. 

• A ticket should ideally be marked as Closed only after the resolution has been successfully provided. 

• The system automatically calculates the Resolution Time based on the time the ticket is marked Closed. This action also triggers the automated sending of the customer survey form, if the survey function is enabled. 

The 72-hr rule 

• To ensure continuity of service, if a customer re-engages within 72 hours of a ticket being marked Closed, the ticket is automatically reassigned to the original agent.  

• Re-engagements occurring after the 72-hour window are treated as new tickets and will be assigned based on standard routing procedures. 

 
How is the first response time calculated?  

The First Response Time (FRT) calculation for a ticket begins immediately upon the Ticket Creation Date/Time. However, the FRT calculation also considers defined business/working hours. 

• Outside Working Hours: If a client has defined working hours (e.g., 9:00 AM to 6:00 PM) and a ticket is created outside of that window (e.g., at 8:00 PM), the FRT timer will pause immediately. It will only resume when the next working day begins (e.g., 9:00 AM). In this case, the elapsed time outside of working hours (e.g., 11 hours overnight) will not count toward the FRT metric. 

• Ticket Assignment: The system ensures a seamless workflow: tickets are automatically assigned to an agent immediately upon creation with no lag.  

Is SLA calculation based only on working hours? 

Service Level Agreement (SLA) calculations are based on defined working hours. 

• For example, if working hours are set from 9:00 AM to 6:00 PM, the SLA timer will only run during this period for tickets created within that timeframe. 

• If your system provides 24-hour support, the SLA will be calculated continuously for the entire duration. 

Mentions and Comments 

• All comments are treated as regular comments.  

• However, if someone creates a post with a mention, Radarr will display it as a ‘Mention’.  

• For all types of comments—whether the page is tagged as a mention or not—Radarr will still treat and display them as comments.