First vs full resolution time in Zendesk
Resolution time can mean first resolution (time until the ticket is first marked solved or closed) or full resolution (time until the ticket is finally closed, including any reopens). Both matter in Zendesk: first resolution for “how fast we thought we were done,” full resolution for SLA and “how long the customer waited in total.” This guide explains the difference and when to use each. For the main resolution-time how-to, see Zendesk resolution time report.
What first resolution time means
First resolution time is the time from ticket creation to the first time the ticket is marked solved (or closed). If the customer reopens, that first solve is still the end point for this metric. It tells you how quickly you’re closing tickets the first time. For the formal definition, see resolution time and average resolution time in the glossary.
What full resolution time means
Full resolution time is the time from ticket creation to the ticket’s final close (after any reopens). It’s the total time the customer waited for a complete resolution. For SLA and “time to close,” most teams use full resolution. See resolution time and reopen rate in the glossary.
When to use which in Zendesk
- SLA and “time to close” — Use full resolution so you measure total customer wait time. Set your Zendesk SLA and Explore reports to “time to final close” (or equivalent) so the number matches what you promise.
- Process and quality — Use first resolution to see “how fast we thought we were done.” If first resolution is short but reopen rate is high, you may be closing too early. If first resolution is long, you may have process or complexity issues. See ticket reopen rate.
Report both if you can: first resolution for process, full resolution for SLA and customer experience. Use the same time basis (business hours if you don’t work 24/7) and the same end state (e.g. “closed” in Zendesk) everywhere.
How to report first vs full resolution in Zendesk Explore
Zendesk Explore supports resolution-time metrics. You need to define:
- End state — “Solved” vs “closed” (and whether you count first solve or final close).
- Time basis — Business hours vs calendar hours.
- Aggregation — Average or median.
For step-by-step reporting, see Zendesk resolution time report. For how resolution time fits with first reply time, see first reply time in Zendesk and support metrics dashboard.
What to do when resolution time spikes
- Check reopens — If reopen rate rose, full resolution time can rise because tickets are solved, reopened, and solved again. Focus on quality and handoff; see ticket reopen rate.
- Check segments — Which tag, group, or priority got slower? Focus there (knowledge, process, or staffing).
- Drill to tickets — Open long-resolution tickets so you can spot patterns.
For a weekly cadence that includes resolution time, see support ops metrics and support dashboard template.
FAQ
What’s the difference between resolution time and first reply time?
First reply time = time to first meaningful agent response. Resolution time = time to close (or solve). Both matter: first reply sets expectations; resolution reflects full resolution. See first response time and resolution time.
Should we use solved or closed for resolution time?
Depends on your workflow. Many teams use “closed” for resolution time and SLA. Be consistent across reports and SLA. See Zendesk resolution time report.