How can teams reduce MTTR?

Teams can reduce MTTR by automating routing, using a knowledge base, enabling collaboration, and proactively escalating aging tickets.

What Is MTTR? Mean Time to Resolution Explained

Q: What is MTTR?

MTTR (Mean Time to Resolution) is the average time taken to fully resolve a support ticket from creation to closure.

Mean Time to Resolution (MTTR) measures the average time taken to fully resolve a support ticket from creation to closure. It is a critical ITSM metric for assessing team efficiency and service quality.

How MTTR Is Calculated

MTTR = Total Resolution Time ÷ Number of Resolved Tickets. Teams measure this in hours or business days to track performance trends.

Why MTTR Matters

Service quality: Lower MTTR means faster issue resolution.
Resource planning: Helps identify bottlenecks and staffing needs.
SLA compliance: Ensures commitments are met consistently.

Ways to Reduce MTTR

Automate ticket routing and prioritization
Maintain a comprehensive knowledge base
Enable real-time collaboration tools
Monitor and escalate aging tickets proactively

Expert Insight

Atlassian emphasizes that tracking MTTR alongside FCR provides a fuller picture of support maturity.

Learn ITSM Metrics

Explore IT performance metrics on Wikipedia.

How TicketingNext Reduces MTTR

TicketingNext cuts MTTR with automation, SLA alerts, and backlog dashboards. See TicketingNext features or browse use cases.

Want to lower MTTR? Contact our team.