Benchmarks
Resolution Time (MTTR)
Full resolution runs an order of magnitude longer than first response; the blended average sits near 3-4 days, while top-quartile teams close in under a day.
What is Resolution Time? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 82 hours (3 days 10 hours) | All tickets, blended average | Jitbit, Average Support Metrics from 1,000+ Companies | 2017 |
| 43 hours (1 day 19 hours) | All tickets, top 20th percentile | Jitbit, Average Support Metrics from 1,000+ Companies | 2017 |
| 17 hours | All tickets, top 5th percentile | Jitbit, Average Support Metrics from 1,000+ Companies | 2017 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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