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Resolution time is crucial for any help desk, with individual request times varying from the average. HD reports provide a more detailed view by categorizing requests into different resolution buckets. Despite an average resolution time of 15 hours, buckets range from 2 to 30 hours, showing the number of requests in each. This report was created using Analytics Plus, a business intelligence solution from ManageEngine. To access this report, ServiceDesk Plus users can enable it through the admin panel under the Advanced Analytics option.