TTR

Time To Resolution. A service desk metric measuring the total elapsed time from ticket creation to confirmed resolution. TTR captures the full lifecycle of a support issue, from first contact through diagnosis, fix, and client confirmation. Unlike TTFR, TTR is heavily influenced by issue complexity, third-party dependencies (vendor support queues, hardware delivery), and ticket escalation paths.

Measured from

Ticket creation to client-confirmed resolution or auto-close (typically 3-5 business days after last technician update).

Industry benchmark

P1: <4 hours, P2: <1 business day, P3: <3 business days, P4: <5 business days.

Why it matters

High TTR on routine tickets usually indicates a knowledge base gap or tier-1 skill issue. High TTR on P1 tickets indicates an escalation path problem.