What is mean time to resolution (MTTR)?
Mean time to resolution (MTTR) is the average time it takes to fully resolve a support ticket or incident, from when it is reported until it is fixed and closed. The formula is total resolution time divided by the number of tickets or incidents.
Formula
MTTR = total resolution time ÷ number of tickets
Example: 200 hours across 50 tickets → 4 hours.
MTTR variants
| Term | Measures |
|---|---|
| Mean time to resolve | Report to fix |
| Mean time to repair | Repair work only |
| Mean time to respond | Alert to response |
| Mean time to recover | Outage to service restored |
Reducing MTTR
Faster triage, linking tickets to engineering work, runbooks, and AI that resolves routine requests instantly.
