Time to Resolution (TTR)

TL;DR
Time to Resolution (TTR) tracks how long it takes to fully resolve a customer issue—from the moment it’s reported to the moment it’s closed. In SaaS, TTR directly impacts customer satisfaction, trust, and retention. A faster TTR isn’t just about speed—it reflects operational efficiency and the effectiveness of your CX support systems.

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

  1. Log Resolution Time per Ticket Track the time from when a ticket is opened to when it’s fully resolved.
  2. Filter Resolved Tickets Only include tickets that have been fully closed within the measurement period.
  3. 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.

Final Thought
Quotes

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.

FAQs
Is TTR the same as response time?
No. Response time tracks how quickly you acknowledge a customer issue. TTR measures how long it takes to fully resolve it.
What’s a good TTR for SaaS?
It varies by segment. For self-serve SMBs, <24 hours is ideal. For enterprise accounts with complex issues, <48–72 hours is often acceptable.
Should TTR include time when the case is with the customer?
Best practice is to measure active handling time. If waiting on customer input, segment that time separately to get true handling efficiency.
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