Mean Time to Resolve (MTTR)

Formula

Sum of (resolved time − created time) ÷ Reactive tickets resolved

Why Track It

Resolution time is what the client actually feels and what SLAs usually promise. A rising MTTR shows queues backing up, skills gaps or vendor dependencies before clients start complaining.

How It Is Measured

For each reactive ticket closed in the period, take the elapsed time from creation to the resolved status. Exclude projects, scheduled work, recurring maintenance and tickets parked waiting on the client if the PSA supports a paused status. Report the median beside the mean, because a few long tickets pull the average up. Source: PSA status history.

Constraints

Needs a consistent definition of resolved and a paused status for waiting-on-client time, or the number blames the desk for delays it does not control. Mixed ticket types make month to month comparison noisy.

Referenced In

• PSA vs RMM: What Is the Difference?AnswerRead
• What Does NOC Mean?AnswerRead
• What Should Technician Utilization Be?AnswerRead
• TTR (Time to Resolution)Glossary TermRead

Related KPIs

• Aged Ticket BacklogThe number of open tickets older than 30 days, and the open ticket load each technician carries.Read
• First Contact Resolution (FCR)The share of support tickets resolved during the client's first contact, with no escalation, callback or follow-up ticket.Read
• Average Hands-On Time per TicketThe average technician labor time logged against each reactive ticket, as opposed to the calendar time it stayed open.Read
• SLA AttainmentThe share of tickets where the MSP met the response and resolution times promised in the client agreement.Read

Glossary and Answers

• SLA (Service Level Agreement)Glossary TermRead
• PSA (Professional Services Automation)Glossary TermRead