Suppose you’re in the middle of a critical task, and your computer suddenly freezes. You start panicking and rush to submit a ticket to IT. Within minutes, you receive a response that someone has acknowledged your issue. But hours later, your problem is still unresolved. Frustrating, right?

This scenario highlights the fundamental difference between response acknowledgment and time to resolution. Misunderstanding this can lead to unrealistic expectations, strained relationships between IT teams and end-users, and ultimately, operational inefficiencies.

This scenario highlights the fundamental difference between Response Time and Resolution Time. Misunderstanding them can lead to unrealistic expectations, strained relationships between IT teams and end-users, and ultimately, operational inefficiencies. 

Understanding Response Time and Resolution Time

Before we get into industry benchmarks and best practices, let’s first define these two terms correctly. 

Response Time

Response Time is the time it takes for IT support to acknowledge a ticket and begin triaging the issue. It is the “We see your problem and are working on it” phase. 

However, this does not mean that your issue is resolved immediately. It simply means that IT has officially started looking into it.  

So, if you submit a ticket at 9:00 AM and receive a response at 9:15 AM, the Response Time is 15 minutes. 

Resolution Time 

Resolution time, on the other hand, is the total time taken to fully resolve the issue, from when the ticket is logged to when the problem is fixed and verified with the end-user. 

It depends on multiple factors, such as: 

  • The complexity of the issue 
  • The availability of the IT support staff 
  • Dependencies on external vendors (like hardware replacements) 
  • The user’s availability for troubleshooting  

If your ticket is logged in at 9:00 AM and the issue is completely resolved by 3:00 PM, your Resolution Time is 6 hours. 

Read More: Automate Ticket Resolution 

Industry Standards: What’s Considered Good? 

Different organizations have different service level agreements (SLAs), but here are the general benchmarks:  

Metric Average MSP Best-in-Class MSP 
Response Time 1 hour Under 30 minutes 
Resolution Time 8-24 hours Less than 8 hours (where possible) 

While these are general industry averages, real-world Resolution Times vary significantly based on ticket complexity. 

  • Simple issues (like password resets, account unlocks) – Minutes to an hour 
  • Moderate issues (like software crashes, network connectivity problems) – A few hours 
  • Complex issues (like hardware failures, security breaches) – Days or weeks, depending on dependencies  

What Impacts Response and Resolution Times?

Several factors can either accelerate or slow down these metrics: 

1. Ticket Prioritization & Categorization

Not all tickets deal with the same level of issues. A printer issue in the breakroom does not carry the same urgency as a company-wide server outage. Properly categorizing tickets based on impact and urgency ensures that critical issues get resolved first. 

2. ITIL Best Practices and Processes

The Information Technology Infrastructure Library (ITIL) framework helps structure IT service management (ITSM). Following ITIL principles ensures an efficient workflow from incident identification to resolution, leading to faster, more consistent results. 

3. Automation and AI

Automation and AI can drastically improve both response speed and time to resolution. For example: 

  • AI Assistants can handle common issues instantly, reducing the need for human intervention. 
  • Automated workflows can assign tickets to the right technician immediately, cutting down Response Time.  

4. Technician Expertise & Resources

A highly trained IT support team with strong knowledge bases and efficient technology can resolve issues significantly faster. Companies that invest in ongoing training and have well-documented resolution workflows tend to have much lower Resolution Times. 

5. Client Availability & Dependencies

Some delays in Resolution Time are beyond the IT team’s control. If a fix requires user intervention (like rebooting a device or providing login credentials), Resolution Time might extend until the user is available. Similarly, external factors, such as waiting for a vendor to replace faulty hardware, can push Resolution Times beyond expected SLAs. 

Read More: Helpdesk Metrics Tracking 

Balancing Speed with Quality: The Gold Standard for MSPs 

While quick fixes are great, ensuring proper customer satisfaction is even more critical. The best MSPs don’t just rush to close tickets; they ensure that the fix is thorough, long-lasting, and prevents recurring issues. 

Best Practices for Helpdesks to Achieve Balance

  • Set realistic SLAs – Clients should understand that while Response Time is within the MSP’s control, Resolution Time can vary based on complexity. 
  • Use data-driven insights – Monitoring trends in Response and Resolution Times helps IT teams identify bottlenecks and improve processes. 
  • Invest in knowledge bases – A well-maintained knowledge base allows IT teams to resolve issues faster without reinventing the wheel every time. 
  • Encourage self-service options – Empowering users with self-service portals for common issues can free up helpdesk resources for more critical problems. 
  • Streamline escalation processes – When an issue needs higher-tier support, it should be escalated efficiently without unnecessary delays. 

Final Thoughts 

If you’re evaluating an MSP or internal IT team, don’t just ask, “What’s your response time?” Also ask, “What’s your average Resolution Time, and how do you ensure quality service?” 

A helpdesk that only focuses on fast Response Times might give you quick acknowledgments but slow fixes. On the other hand, a helpdesk that prioritizes effective Resolution Times will ensure that issues are resolved correctly the first time, reducing repetitive problems and downtime. 

After all, the importance of Resolution Time goes beyond just fixing issues; it’s about maintaining efficiency, productivity, and trust.