Help Needed: Which Freshservice Field Shows the Actual Due Date?

App Platform
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Hi everyone,

I’m hoping someone can help clarify something about reporting in Freshservice.

When we export tickets using a filter we see several date fields:

  • Planned End Date

  • Due by Time

  • Resolution Time (in Hrs)

  • Jira Due Date (which we don’t want to use)

The issue is: agents can only update the Resolution Due field (via the SLA box), so we’re trying to figure out which of the export fields best reflects the actual due date from the agent’s perspective.

Which field should we use in reports to show the real due date that agents are working toward?

Thanks in advance for any insights!

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