Time to Resolution (TTR) is a customer support and IT service metric that measures the average time taken to fully resolve an issue, ticket, or customer query from the moment it is created until it is marked as resolved. It reflects the efficiency, responsiveness, and effectiveness of support or service teams.
You can calculate TTR by measuring the time gap between ticket creation (or issue reporting) and ticket resolution (closure) for all resolved cases, then finding the average.
Extract timestamps for when each issue was created and when it was resolved.
Calculate resolution time per ticket by subtracting creation time from resolution time.
Resolution Timestamp − Creation Timestamp
Add up the resolution times for all tickets.
Divide the total resolution time by the number of tickets resolved.
TTR=Total Resolution Time ÷ Number of Resolved Tickets
In consideration to Time to Resolution < 24 hours is considered best practice.
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It depends on your SLA. Many organizations measure in business hours to account for working schedules.
Complexity of issues, team size, agent skill levels, ticket prioritization, and automation workflows.
Implement ticket triaging, use knowledge bases/self-service, automate routine tasks, and track agent performance.