Time Metrics

Time to Close

Time to Close measures the duration from ticket creation to final closure, including any time spent in resolved or solved states before archiving. It represents the complete administrative lifecycle. This differs from resolution time if your system distinguishes between resolved and closed states.

Why Time to Close Matters

Time to Close reveals administrative efficiency and customer confirmation patterns. Gaps between resolution and closure often indicate process inefficiencies or customer communication problems.

How to Calculate

Time of ticket closure - Time of ticket creation

In TicketBoard

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

Related Metrics

Full Resolution Time Average Resolution Time Handle Time Business Hours vs Calendar Hours
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