What is resolution time in helpdesk?
Resolution time in helpdesk refers to the total time taken to resolve a user’s issue or support ticket, starting from the moment it was reported until it is fully fixed and closed. It is a key performance metric used to evaluate the efficiency, responsiveness, and quality of support services.
Understanding what is resolution time in helpdesk helps organizations track how quickly problems are solved, identify bottlenecks, and improve overall customer satisfaction.
How Is Resolution Time Measured?
Resolution time is typically measured in hours or days and is calculated as:
Resolution Time = Ticket Closure Time – Ticket Creation Time
For example, if a support ticket was raised at 9:00 AM and resolved by 12:00 PM, the resolution time would be 3 hours.
Types of Resolution Time Metrics:
- Average Resolution Time – The mean time taken to resolve all tickets in a given period
- First Call Resolution (FCR) – When an issue is resolved during the first contact
- SLA-Based Resolution Time – Based on agreed service level agreements (e.g., resolve high-priority tickets within 4 hours)
Why Resolution Time Matters:
- Indicates helpdesk performance and responsiveness
- Directly impacts customer satisfaction (CSAT)
- Affects SLA compliance
- Highlights efficiency of support tiers (L1, L2, L3)
- Identifies trends in issue complexity and recurring problems
Factors That Affect Resolution Time:
- Ticket priority and severity
- Complexity of the issue
- Availability of documentation or knowledge base
- Support team workload and expertise
- Escalation processes and response from other departments
How to Improve Resolution Time:
- Implement a robust ticketing system (e.g., Zendesk, Freshdesk, Jira Service Desk)
- Provide training and knowledge resources for agents
- Use automation and AI chatbots for faster triage
- Optimize ticket categorization and routing
- Regularly review metrics and perform root cause analysis for delays
Resolution Time vs Response Time
| Metric | Definition |
|---|---|
| Response Time | Time taken to acknowledge or respond to the ticket |
| Resolution Time | Time taken to fully resolve and close the issue |
Both metrics are critical in tracking service efficiency and SLA adherence.
Final Thoughts
Understanding what is resolution time in helpdesk enables IT teams and service providers to measure performance, uphold SLAs, and deliver fast, effective support. By continuously monitoring and improving resolution time, organizations can enhance user experience, boost agent productivity, and ensure the long-term success of their helpdesk operations.
