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Average Time to Resolution

Lower is better

Customer Success

How is Average Time to Resolution calculated?

Average Time to Resolution formula

To calculate the average time to resolution, you'll want to take the total time that the ticket was open for a given period of time and divide that by the number of tickets during the same time period. We're using the word ticket to refer to any user or customer-initiated question or issue. A ticket could also be a case, issue, question, chat, email, or phone call.

What is Average Time to Resolution?

This metric refers to the average length that a customer is waiting for their question or issue to be resolved by your team. There are many helpdesk solutions like Help Scout and Zendesk that specialize in ticket-based workflows to help your team manage questions and issues raised by your users or customers.

For asynchronous support channels like email or helpdesk software, time to resolution is often measured as the time between the ticket being opened by a user, and the time it was marked as resolved by your team. For more synchronous support channels like chat or phone calls, time to resolution can refer to the length of a phone call or chat session.

Why is Average Time to Resolution important?

Time to resolution is often a reflection of a customer's perception of your support channels. Longer resolution times often lead to frustration and a negative perception of your brand. On the other hand, short resolution times can increase your NPS score and promote positive word-of-mouth. Many companies receive highly rated reviews due to their exceptional customer support experience.

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