Average Hands-On Time per Ticket
The average technician labor time logged against each reactive ticket, as opposed to the calendar time it stayed open.
Formula
Total labor hours on reactive tickets ÷ Reactive tickets closed
Why Track It
Labor per ticket times tickets per endpoint is the cost of delivering a flat-fee agreement. Expensive tickets show where documentation, automation or training would pay back fastest.
How It Is Measured
Sum the time entries logged against reactive tickets closed in the period and divide by the number of those tickets. Exclude projects and onboarding. Flag any reactive ticket over 4 hours for weekly review. Source: PSA time entries, which requires technicians to log time on every ticket.
Constraints
Depends entirely on complete, honest time entry. Technicians who log time in bulk at day end distort it, and it rises naturally as automation removes the easy tickets.
Measurement Note
Evolved Management puts best in class at 30 to 60 minutes of active work, typical at 1 to 2 hours and problematic beyond 4 hours, and says the industry best for labor per ticket is about 30 minutes or less.
Referenced In
Related KPIs
- Effective Hourly RateThe service revenue actually earned for each hour of technician labor delivered, across agreements, projects and hourly work.
- Mean Time to Resolve (MTTR)The average elapsed time from ticket creation to resolution for reactive client tickets.
- Tickets per Endpoint per MonthThe average number of reactive tickets each managed endpoint generates in a month, a measure of how noisy the managed estate is.
- Managed Services Gross MarginThe gross margin earned on recurring managed services agreements alone, after the labor and tools needed to deliver them.
Glossary and Answers
More in Service Delivery
Whether the MSP keeps its service promises and delivers projects and support at a sustainable labor cost. These numbers show where contracted commitments and technician capacity are drifting apart.
- Endpoints per TechnicianService Manager
- Project Gross MarginProject Manager
- SLA AttainmentService Manager
- Tickets Closed per Technician per DayService Desk Manager