Resolution Time
Also known as: Time to Resolution, TTR, Full Resolution Time
Resolution Time measures the total elapsed time from when a support ticket is created until it’s fully resolved and closed. It’s a key indicator of how efficiently your support team handles customer issues from start to finish.
Why Resolution Time Matters
Resolution time impacts:
- Customer satisfaction — Faster resolution generally means happier customers
- Operational costs — Long-running tickets consume more resources
- SLA performance — Many SLAs include resolution time targets
- Team capacity — Slow resolutions create backlog pressure
How to Calculate Resolution Time
Resolution Time = Ticket Solved Timestamp - Ticket Created Timestamp
Variations include:
- Business hours only — Excludes nights, weekends, and holidays
- Active time only — Excludes time waiting for customer response
- First resolution time — Time to first solved status (before any reopens)
Resolution Time vs. First Response Time
| Metric | Measures | Customer Impact |
|---|---|---|
| First Response Time | Speed of acknowledgment | “Am I heard?” |
| Resolution Time | Speed to solution | “Is my problem fixed?” |
Both matter, but for different reasons. Quick first response builds trust; fast resolution delivers value.
Improving Resolution Time
Strategies to reduce resolution time:
- First Contact Resolution — Solve issues in the first interaction when possible
- Escalation efficiency — Route to experts quickly when needed
- Self-service — Enable customers to resolve simple issues themselves
- Proactive communication — Keep customers informed to avoid unnecessary delays
- Root cause analysis — Fix underlying issues to prevent repeat tickets
Resolution Time in TicketBoard
TicketBoard visualizes resolution times with:
- Resolution time trends over weeks and months
- Distribution charts showing the range of resolution times
- Comparison by agent or organization
- Identification of long-running tickets