Tracks average resolution time per techThis report tracks how long it actually takes to resolve tickets — not SLA targets, not “best case,” but real-world time from creation to completion. It shows resolution time in hours and days, grouped by technician, client, or priority, so you can see patterns in performance and response reality.
This isn’t theoretical SLA math.
It’s the truth behind your service delivery.
With MTTR visible, you can finally answer questions like:
“Why is Client X always upset?”
“Why does Priority 3 take two days?”
“Is this tech overloaded or just inefficient?”
…and you’ll have the data to confirm or debunk those assumptions.
💡 Perfect For
✔️ Coaching technicians on speed + quality
✔️ Client-facing reporting for QBRs (no fluff)
✔️ Identifying training or workflow gaps
✔️ Rebalancing queue assignments or workload
✔️ Benchmarking service delivery as you scale
📊 What This Tells You
Ticket count per technician or client
Resolution time in hours AND days
Priority-based handling performance
Outliers (burning tickets, slow tickets, stuck tickets)
Service patterns that create customer frustration
Trends that show improvement or decline
This is the KPI behind your perceived service quality.
When clients “feel ignored,” this is where that story lives.
📦 What You Get
📄 PDF Build Guide
Step-by-step instructions to build from scratch
All formulas included (copy/paste appendix)
Explains how to structure resolution time calculations correctly
🔧 Format & Structure Training
🎥 Support & Fine Tuning
🚀 Optional Install Help (Add-On)
🔌 Plug-and-Play Ready
Works in most Autotask tenants
Easy to tune by technician, client, or priority
✨ Bonus
🛠️ Technical Requirements
Tracks average resolution time per techThis report tracks how long it actually takes to resolve tickets — not SLA targets, not “best case,” but real-world time from creation to completion. It shows resolution time in hours and days, grouped by technician, client, or priority, so you can see patterns in performance and response reality.
This isn’t theoretical SLA math.
It’s the truth behind your service delivery.
With MTTR visible, you can finally answer questions like:
“Why is Client X always upset?”
“Why does Priority 3 take two days?”
“Is this tech overloaded or just inefficient?”
…and you’ll have the data to confirm or debunk those assumptions.
💡 Perfect For
✔️ Coaching technicians on speed + quality
✔️ Client-facing reporting for QBRs (no fluff)
✔️ Identifying training or workflow gaps
✔️ Rebalancing queue assignments or workload
✔️ Benchmarking service delivery as you scale
📊 What This Tells You
Ticket count per technician or client
Resolution time in hours AND days
Priority-based handling performance
Outliers (burning tickets, slow tickets, stuck tickets)
Service patterns that create customer frustration
Trends that show improvement or decline
This is the KPI behind your perceived service quality.
When clients “feel ignored,” this is where that story lives.
📦 What You Get
📄 PDF Build Guide
Step-by-step instructions to build from scratch
All formulas included (copy/paste appendix)
Explains how to structure resolution time calculations correctly
🔧 Format & Structure Training
🎥 Support & Fine Tuning
🚀 Optional Install Help (Add-On)
🔌 Plug-and-Play Ready
Works in most Autotask tenants
Easy to tune by technician, client, or priority
✨ Bonus
🛠️ Technical Requirements
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