MSP KPI Definition
MSP Average Resolution Time: Definition & Formula
Average resolution time is the mean time between a defined ticket start and its resolution. State whether you use calendar hours or business hours and how waiting statuses pause the clock. It differs from hands-on labor time. Illustrative example: four resolved tickets taking 1, 2, 3 and 10 hours average four hours, while the median is 2.5 hours. Both help explain the client experience.
By MSP Fuel · Examples are illustrative.
Target interpretation
Context matters
Set the target against your service scope and company plan.
Formula
Average resolution time = sum of elapsed resolution durations ÷ number of resolved tickets
Why it matters
Clients experience waiting, even when a technician spends little active time on their issue.
Trends can expose queues, handoffs and repeated blockers.
Common mistakes
Calling labor hours “resolution time” without identifying the difference.
Comparing urgent incidents with routine requests as one undifferentiated average.
Ignoring unresolved tickets because they are absent from the completed-ticket average.
What moves the number
Review priority-specific averages, medians and aged open tickets together.
Use one documented clock policy for trend comparisons.
Investigate handoffs and waiting states before assuming the fix is faster technical work.
Related MSP Fuel resources
Your company plan sets the target, priority and timing for improving this number from your current position.