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Issue Resolution Time

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What is Issue Resolution Time?

Issue Resolution Time (IRT) refers to the duration taken to address and resolve a particular issue or ticket raised by a client or within an organization.

In the context of Professional Service Automation (PSA), it’s a critical metric that gauges the efficiency of service delivery, ensuring that client concerns are addressed promptly.

Importance of Issue Resolution Time

IRT is not just a number; it’s an indicator of service quality. A shorter IRT signifies:

1. Efficiency: Quick resolutions mean that the service team is adept at diagnosing and addressing issues.

2. Client Satisfaction: Clients appreciate swift problem-solving, leading to enhanced trust and loyalty.

3. Operational Excellence: A streamlined IRT often indicates optimized internal processes, which can be a competitive advantage.

4. Financial Health: Faster resolutions can lead to reduced operational costs and increased client retention, positively impacting the bottom line.

Importance of Issue Resolution Time

How to Calculate Issue Resolution Time?

Calculating Issue Resolution Time (IRT) is a common practice in customer support, IT support, and other areas where resolving issues in a timely manner is crucial.


Issue Resolution Time (IRT) = Time of Issue Resolution − Time of Issue Reporting


If a client reports an issue at 10:00 AM and it gets resolved by 3:00 PM on the same day, the IRT is 5 hours.

Difference Between Issue Resolution Time and Other Metrics

IRT is often confused with other service metrics. Here’s how they differ:

1. IRT vs Response Time: While IRT measures the time taken to resolve an issue, response time gauges the duration between the issue being reported and the first response from the service team.

2. IRT vs First Contact Resolution (FCR): FCR tracks if an issue was resolved upon first contact. A high FCR rate is ideal, but it doesn’t provide insights into the time taken for resolution.

Metric Description Importance in PSA
Issue Resolution Time The time it takes to resolve customer issues or requests, measuring the efficiency of support and service delivery. Critical: Quick resolution improves customer satisfaction.
Response Time The time it takes to respond to customer inquiries or issues, which is a preliminary step before resolution. Important: Fast responses are essential but don’t guarantee resolution.
Customer Satisfaction Feedback and ratings from customers indicating their level of contentment with the service received. Essential: High satisfaction leads to customer retention and referrals.
SLA Compliance Adherence to Service Level Agreements (SLAs), ensuring issues are resolved within agreed-upon timeframes. Vital: Failing SLAs can result in penalties or damage customer trust.

How Issue Resolution Time is Used?

IRT is leveraged in various ways:

1. Performance Benchmarking: Organizations set IRT standards to ensure consistent service quality.

2. Resource Allocation: Analyzing IRT can help in optimizing resource allocation, ensuring that the most competent teams handle complex issues.

3. Client Communication: Sharing IRT metrics can enhance transparency and trust with clients.

4. Process Improvement: A consistently high IRT can indicate bottlenecks, prompting a review of internal processes.

Ready to Optimize Your Issue Resolution Time?

KEBS, a leading PSA software, offers tools to enhance IRT. KEBS ticket management software ensures that issues are categorized and routed to the right teams swiftly.

With KEBS, organizations can get real-time insights into IRT, helping in proactive issue management. KEBS fosters effective communication, ensuring that teams can collaborate to address issues faster.

KEBS Ticket Management

Ready to optimize your Issue Resolution Time? Contact KEBS today or request a demo to see how we can transform your service delivery!

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