Time to Resolution (TTR)
What Is Time to Resolution (TTR)?
TTR is the average amount of time your team takes to resolve a customer issue or ticket after it has been logged.
Unlike response time (which tracks first contact), TTR focuses on the end-to-end resolution journey—including escalation, troubleshooting, and closure.
It’s one of the most critical metrics for Support, CX, and Product teams in identifying friction points and improving service delivery.
Why TTR Matters in SaaS CX
TTR reveals how efficiently your organization handles friction—and how that affects customer relationships.
Customer Confidence Driver: The faster issues are resolved, the more reliable your product feels—and the more likely customers are to stay.
Operational Accountability: TTR exposes gaps in process, documentation, or training that slow down case resolution.
Signals Product Complexity: A rising TTR might reflect underlying usability problems or insufficient self-serve support.
Impacts Retention & Loyalty: Long TTR often correlates with negative sentiment, repeat contacts, and churn risk.
How to Measure TTR
TTR is typically calculated by averaging the total time taken to resolve all support cases over a specific period.
Step-by-Step
- Log Resolution Time per Ticket Track the time from when a ticket is opened to when it’s fully resolved.
- Filter Resolved Tickets Only include tickets that have been fully closed within the measurement period.
- Apply the Formula
Formula:
TTR = (Total Resolution Time for All Resolved Tickets) ÷ (Number of Resolved Tickets)
Example
If your support team resolved 200 tickets in a week, and the total time spent resolving them was 1,000 hours:
TTR = 1,000 ÷ 200 = 5 hours per ticket
Tips for Better Insights
- Segment by channel (chat, email, phone)
- Compare issue types (e.g., technical bugs vs. how-to questions)
- Filter by customer tier (e.g., SMB, enterprise, VIP)
Lower TTR generally improves customer satisfaction—but only if resolution quality remains high.
Time to Resolution is where CX becomes tangible. It's not just a metric—it’s a mirror. When customers face issues, they remember how quickly and clearly you fixed them. A low TTR builds trust, reduces frustration, and turns support into a strategic asset, not just a cost center.