Time to resolution (TTR)
Time to resolution (TTR) is the total time from when a customer first contacts support to when their issue is fully resolved.
TTR covers the whole lifecycle of a support case — from the opening message to the final "your issue is closed" moment. Unlike first response time, it captures back-and-forth exchanges, waiting on the customer, and any internal escalation steps.
Teams typically report TTR as a median to reduce skew from a handful of complex, long-running tickets. Like FRT, it is often measured in business hours only so weekends and time-zone gaps do not inflate the number.
Reducing TTR usually requires both faster individual replies and fewer round trips. Clear first replies that anticipate follow-up questions cut round trips; AI drafts help write those replies faster.