---
Title: "What Is Mean Time to Resolution (MTTR)? Formula"
Url: "https://computer.io/glossary/mean-time-to-resolution"
Topic: "Metrics"
Description: "Mean time to resolution (MTTR) is the average time to fully resolve a ticket or incident. The MTTR formula, an example and ways to reduce it."
---

# 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.

## FAQ

### What is a good MTTR?

It depends on severity and industry; track by priority level.

### How is MTTR different from first response time?

FRT measures time to first reply; MTTR measures time to resolution.

### Can AI reduce MTTR?

Yes, through instant resolution, triage and suggested fixes.

## Related terms

- [First response time (FRT)](https://computer.io/glossary/first-response-time)
- [Incident management](https://computer.io/glossary/incident-management)
- [Service level agreement (SLA)](https://computer.io/glossary/service-level-agreement)

## How Computer helps

- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)

## Further reading

- [It service desk](https://devrev.ai/blog/it-service-desk)