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.

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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.

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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.