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← KPI Glossary
Technology & SaaS

Mean Time to Resolution

Average time to resolve a support ticket or incident. Directly impacts customer satisfaction and support team efficiency.

What is Mean Time to Resolution?

Mean Time to Resolution is defined as: Average time to resolve a support ticket or incident. Directly impacts customer satisfaction and support team efficiency.

What data source is used to measure Mean Time to Resolution?

Mean Time to Resolution is typically measured using data from a Help Desk / Incident Management. This system of record provides the transactional and operational data required to calculate and monitor this metric accurately and in real time.

Typical Data SourceHelp Desk / Incident Management

Which industries track Mean Time to Resolution?

Mean Time to Resolution is a key performance indicator used across the following sectors:

  • ›Technology & SaaS

How does Firehawk Analytics measure Mean Time to Resolution?

Firehawk Analytics connects directly to your Help Desk / Incident Management and delivers a live Mean Time to Resolution dashboard. Configuration is completed within 48 hours — no data analyst required on your team.

More metrics from Technology & SaaS

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Monthly Recurring Revenue

Predictable monthly revenue from active subscriptions. The foundational SaaS metric that all other calculations build upon.

Technology & SaaS
Billing / Subscription PlatformView →

Annual Recurring Revenue

Annualised value of recurring subscription revenue. The primary metric for SaaS valuation and investor reporting.

Technology & SaaS
Billing / Subscription PlatformView →

Churn Rate

Percentage of customers or revenue lost in a given period. Even small reductions in churn compound dramatically over time.

Technology & SaaS
Billing / CRMView →

Track Mean Time to Resolution in your business

In 48 hours, you'll have a live Mean Time to Resolution dashboard connected to your Help Desk / Incident Management.

Browse all KPI definitions →