Customer Support Ticket Resolution Time Calculator

Analyze your support team's efficiency by calculating weighted average resolution time across simple and complex tickets.

Total support tickets to analyze

Tickets resolved on first contact

Average time to resolve simple tickets

Tickets requiring escalation or multiple touches

Average time to resolve complex tickets

Support team working hours

Weighted Avg = (Simple Tickets × Simple Time + Complex Tickets × Complex Time) / Total Tickets
1000 tickets: 600 simple @ 15 min = 150 hrs, 400 complex @ 8 hrs = 3200 hrs, Total = 3350 hrs / 1000 = 3.35 hrs avg = 0.42 working days.

What is a good average ticket resolution time?

Industry benchmarks: Simple tickets under 1 hour, complex under 24 hours, email tickets under 4 hours. SaaS companies average 2-4 hours for simple, 24-48 for complex. Anything over 24 hours for simple or 72 hours for complex indicates capacity issues.

How does ticket complexity affect resolution time?

Complex tickets (escalations, technical issues, refunds) typically take 10-20x longer than simple tickets. Tracking complexity helps identify training needs, documentation gaps, or process inefficiencies causing delays.

How do I reduce average resolution time?

Tactics: Implement self-service resources (30%+ deflection), create robust knowledge base, use canned responses for common issues, invest in agent training, improve ticket routing, automate simple workflows, and set SLA targets with accountability.

Should I focus on FCR or resolution time?

Both matter but prioritize: First Contact Resolution (FCR) for customer satisfaction - aim for 70%+ FCR. Resolution time for operational efficiency - track but balance with quality. Fast resolution with bad solution = worse than longer resolution done right.