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The primary focus of any help desk is resolution with trend reports typically showing average resolution times. However, individual request times can vary greatly. HD reports offer a more detailed look at resolution times by categorizing requests into different buckets. This helps in understanding how long it takes to resolve different types of requests. While the average resolution time is around 15 hours, the resolution buckets range from 2 to 30 hours. The report also includes the number of requests in each bucket. This report was created using Analytics Plus, a business intelligence solution from ManageEngine. To enable this report, ManageEngine Service Desk Plus users can access the advanced analytics option in the admin panel and follow the on-screen instructions.