Average Time to Close Tickets
Category: Operational
Measures the average duration taken to resolve and close a service request.
What it Measures ?
How long it takes to close a ticket.
Relevant StakeHolders
Support Managers, Helpdesk
Why it Matters ?
Improves time to resolve customer tickets.
In-depth Use Case / Real-world Example
When a maintenance issue is reported—like a malfunctioning conveyor—it becomes a service ticket. If it takes 12 hours on average to resolve such tickets, that’s the average time to close. Delays can result in longer downtimes, lower productivity, and customer frustration. Monitoring this KPI helps teams identify delays in diagnosis, spare parts availability, or technician assignment. Reducing the average closure time leads to faster issue resolution and improved service efficiency.
Sample Formula
Total Time Taken to Close Tickets / Number of Tickets