Time Metrics

Average Resolution Time

Average Resolution Time is the mean duration across all resolved tickets in a given period. It smooths out individual ticket variations to show your team’s typical performance. This metric helps set customer expectations and benchmark team efficiency.

Why Average Resolution Time Matters

This metric provides a baseline for capacity planning and SLA setting. Tracking changes over time signals whether process improvements or team expansions are working.

How to Calculate

Sum of all resolution times / Number of resolved tickets

In TicketBoard

TicketBoard helps you track average resolution time and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Full Resolution Time Median First Reply Time Average Handle Time (AHT) Time to Close
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