Resolution Time (Time to Resolution)
Resolution Time (Time to Resolution): Time from ticket creation to final resolution.
Formula
Resolution Time = Median of (Resolution timestamp - Ticket created timestamp)Benchmarks
- Simple issues: < 4 hours
- Moderate issues: < 24 hours
- Complex issues: < 72 hours
What It Tells You
How quickly problems are actually solved.
GASP Standard v1 · Last updated