Client and work management
Ticket resolution time: what to measure each month
Why one average falls short and which five figures to review by priority in the monthly support meeting.
To measure ticket resolution time each month, count the days from when a ticket opens to the reply that resolved it, split the count by priority, and look at the median alongside the slowest case. A single average across all tickets mixes a forgotten password with a multi-day outage and can't support any decision. Also track how many tickets were reopened and how many missed their deadline.
The question usually comes up in the monthly meeting of an agency or support team. A client says you take too long, the coordinator opens a spreadsheet and a number appears: 4.2 days. Nobody knows whether that's good, because the number lumps urgent tickets together with low-priority requests that could have waited two weeks. The client complaining had their site down for three days, and that case barely moves the average.
Why a single average hides the slow cases
An average moves with the extremes and with the volume. A month full of easy requests lowers the figure even if the hard cases took longer than ever. One ticket forgotten for 40 days raises it even if the rest of the team worked well.
The median answers the client's question: how long does a case like mine usually take. Sort the month's tickets from fastest to slowest, and the median is the one exactly in the middle. It takes one spreadsheet formula, and one lost ticket can't distort it. Review the slowest ticket separately, with its name and its story, because that's usually where the cause worth fixing sits.
What to measure each month in ticket resolution time
A monthly review that fits on one sheet has these five figures, each split by priority:
- Tickets opened and resolved in the month, to see whether the queue is growing.
- Median days to resolution.
- The slowest ticket of the month and what held it up.
- Tickets reopened after being marked resolved.
- Tickets that missed their deadline.
The reopened count corrects the others. A team under time pressure can close quickly and leave the problem alive; that close improves the median and hurts the client relationship. If reopened tickets rise while the median falls, don't trust that improvement.
Write down when the clock starts and when it stops, and don't change the rule mid-year. The simplest version counts from the ticket's opening to the reply that resolved it, in calendar days.
What to leave out of the count
Tickets waiting on information from the client inflate the figure without saying anything about the team. Separate them in the review, or note how many days they were stalled for that reason. The same goes for requests for new work that arrived as a ticket: a redesign requested through the support channel is a project, and counting it as a ticket distorts the whole month.
Comparing people by resolution time doesn't help either. Whoever gets the hard cases always looks slower, and the team soon learns to avoid them. Compare periods and priorities, and use the per-person figure only to spread the load better.
How to review the month's tickets in AgentticCRM
In Support tickets each priority has a deadline in days: urgent one, high three, normal seven and low fifteen, unless your organization changes them. A ticket that goes more days without a reply than its priority allows is marked in red as "Needs immediate action". Each card shows whether it is "On time", how many days it has gone without a reply and the date of the last reply. The main Dashboard counts open tickets, urgent ones, those with no owner and those waiting for a first reply.
For the monthly review, open the ticket reports in Reports: you choose the period, filter, group, compare with the previous period and open the records behind a figure. That view can be saved and scheduled to arrive by email each month, depending on your plan and permissions.
If a client replies to a resolved or closed ticket, it reopens on its own, so a "still not working" shows up in the queue again. And if you are still deciding whether support should live next to sales, see when a help desk separate from the CRM makes sense.
Frequently asked questions
Does AgentticCRM calculate resolution time for me?
Not as a figure of its own. The deadlines, the red tickets and the reports show how support is going, but the median days to resolve is calculated separately. Take the month's resolved tickets and note the opening date and the date of the last reply in a spreadsheet.
How often should I review these numbers?
Once a month is enough to see trends. Urgent matters shouldn't wait for that review: that's what the priority deadlines and day-to-day notices are for.
What number should my target be?
It depends on the contract and the kind of work, so start from your own data. Measure three months, set a target per priority from your real median and compare it with what you promised your clients.