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Issue Closure Rate

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What is Issue Closure Rate?

Issue Closure Rate (ICR) is a metric used to measure the efficiency and effectiveness of resolving issues or tickets within a system.

In the context of Professional Service Automation (PSA), it gauges how promptly and effectively service requests, complaints, or problems are addressed and resolved by the service team.

Importance of Issue Closure Rate

Understanding the ICR is crucial for businesses, especially those using Professional Service Automation. Here’s why:

1. Customer Satisfaction: A high ICR indicates prompt resolution, leading to satisfied customers.

2. Operational Efficiency: Monitoring ICR helps identify bottlenecks in the resolution process.

3. Resource Allocation: It aids in determining if more resources are needed in the service department.

4. Performance Analysis: ICR can be used to evaluate the performance of service teams and tools, like ticket management software.

Importance of Issue Closure Rate

How to Calculate Issue Closure Rate?


Issue Closure Rate (ICR) = (Number of Issues Closed / Total Number of Issues Raised) × 100


Let’s say in a month, a company using PSA software had 100 issues raised and 90 of those were resolved.


This means the company has an ICR of 90%, indicating a high efficiency in resolving issues.

Difference Between Issue Closure Rate and Other Metrics

It’s essential to differentiate between these metrics and ICR to get a comprehensive view of the service process. For instance, a high ICR with a high Issue Reopening Rate might indicate that issues are being closed hastily without proper resolution. While ICR focuses on the resolution of issues, there are other metrics in PSA:

1. First Response Time: Measures the time taken to first respond to an issue.

2. Average Handling Time: The average time taken to resolve issues.

3. Issue Reopening Rate: The rate at which resolved issues are reopened.

Metric Description Purpose
Issue Closure Rate The percentage of service issues or tickets closed. Measures the efficiency of resolving client issues.
Customer Satisfaction A measure of client happiness with the provided service. Reflects the quality of service and its impact on clients.
Response Time The time taken to acknowledge and respond to issues. Evaluates how quickly clients’ concerns are addressed.
Resolution Time The time taken to fully resolve client service issues. Assesses the efficiency of problem-solving and service.

How Issue Closure Rate is Used?

A high closure rate indicates an organization’s ability to promptly address and resolve concerns, leading to increased customer satisfaction, improved project timelines, and streamlined operations. Monitoring and improving the issue closure rate helps businesses enhance their overall performance and maintain a positive reputation. ICR is used in various ways:

1. Performance Benchmarking: Companies can set targets for their service teams and use ICR to measure performance against these benchmarks.

2. Resource Allocation: If ICR is low, it might indicate a need for more resources or training in the service department.

3. Tool Evaluation: ICR can be used to evaluate the effectiveness of tools like ticket management software or project management software.

Ready to Optimize Your Issue Closure Rate?

KEBS, a leading PSA software, offers tools and features that can help businesses optimize their ICR. KEBS ticket management system ensures that issues are logged, tracked, and resolved efficiently.

With KEBS, businesses can get real-time insights into their ICR and other metrics, helping them make informed decisions. KEBS promotes collaboration among teams, ensuring that issues are addressed promptly and effectively.

KEBS Ticket Management

Ready to optimize your Issue Closure Rate? Contact KEBS today or request a demo to see how KEBS can transform your service processes.

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