# Average Resolution Time

Average resolution time is the mean time it takes to fully resolve a customer issue, measured from the moment the customer first makes contact to the moment the issue is closed. It is one of the primary metrics for evaluating the speed and efficiency of a support operation. A lower average resolution time means customers get back to their day faster, and the support team moves through the queue more quickly.

**Formula:** Total resolution time for all tickets / Number of resolved tickets

## How is average resolution time calculated?

Most teams calculate it by channel, because resolution speed varies widely by medium:

| Channel       | Typical calculation                                        | Example                                                 |
| ------------- | ---------------------------------------------------------- | ------------------------------------------------------- |
| Email         | Total hours from first email to closure / Tickets resolved | 240 hours across 20 tickets = 12 hours average          |
| Chat or phone | Total minutes from start to resolution / Tickets resolved  | 600 minutes across 40 tickets = 15 minutes average      |
| Self-service  | Seconds from search to answer found / Successful sessions  | 12,000 seconds across 200 sessions = 60 seconds average |

Most support platforms calculate this automatically by tracking the timestamp of the first customer message and the final closure timestamp.

## Why does average resolution time matter?

A short resolution time signals that your support operation gives customers their answer quickly, without long back-and-forth loops or days of waiting. It reflects both agent skill and the quality of the systems behind them: good routing, accessible knowledge, and clear escalation paths all shorten resolution time. It is part of good [customer support metrics](/customer-support-metrics-and-kpis).

## Related terms

- [CX glossary](/glossary): browse all customer experience terms.
- [Average handle time](/glossary/average-handle-time): active agent work time per ticket.
- [First contact resolution](/glossary/first-contact-resolution): issues resolved in one interaction.

## Frequently asked questions

### What is a good average resolution time?

It varies by channel and complexity. Email support averages 12 to 24 hours, chat and phone typically resolve in 10 to 30 minutes, and self-service aims for under 2 minutes. The best benchmark is your own baseline: improvement over time matters more than hitting an industry average.

### How is average resolution time different from average handle time?

Average handle time measures the active work time an agent spends on a ticket. Average resolution time includes everything: agent work, customer wait time, and any delays between back-and-forth exchanges. Resolution time is always longer.

### How do you reduce average resolution time?

Faster answers come from better knowledge bases, fewer escalations, and routing tickets to the right agent the first time. Self-service and AI tools handle simple issues instantly, freeing agents to focus on complex cases that need human judgment.

## See it work

Helpfeel is built to move this number. We set up and tune the knowledge base so your customers find answers on their own. [See how the done-for-you model works](/platform).