Average Ticket Resolution Time Calculator
Average ticket resolution time divides total resolution duration by the number of tickets closed in the same cohort. It is a simple measure of service workload and throughput.
How to use this calculator
- Enter total elapsed or business hours using the same convention, plus the closed-ticket count.
- Check that all inputs use the same units, period and population scope.
- Change one assumption at a time when comparing scenarios.
Formula used by ticket resolution time calculator
Average resolution time = total resolution hours ÷ closed tickets.
- Average resolution time = total resolution hours ÷ closed tickets.
- Means are sensitive to a small number of very long tickets; median and percentile values provide additional context.
- The tool validates inputs and rounds displayed figures for readability; it does not validate assumptions against external records.
Worked examples
Worked example
240 tickets take a combined 960 resolution hours.
960 ÷ 240 = 4 hours per ticket.
The average resolution time is 4 hours.
Understanding the result
Average ticket resolution time divides total resolution duration by the number of tickets closed in the same cohort. It is a simple measure of service workload and throughput.
Means are sensitive to a small number of very long tickets; median and percentile values provide additional context.
Important notes
Means are sensitive to a small number of very long tickets; median and percentile values provide additional context.
Treat the result as an estimate from the entered assumptions. For safety, legal, engineering, health or commercial decisions, verify relevant specifications and professional guidance.
Frequently asked questions
Is this the same as first response time?
No. Resolution time measures until a case is resolved; first response time measures until the first reply.
Can I mix business and calendar hours?
No. Keep the time definition consistent across all tickets.
How should I interpret this result?
Means are sensitive to a small number of very long tickets; median and percentile values provide additional context.
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This page provides a calculation tool plus explanatory information so you can understand what the result means and when the underlying method may not fit your situation.