Glossary
How long it takes to fully resolve a customer's issue from start to finish.
Resolution time is the total duration from when a customer raises an issue to when it is completely solved. Unlike first response time, which measures the first reply, resolution time measures the end-to-end outcome.
Shorter resolution times mean happier customers and more efficient teams. They're achieved through good self-service, well-organised inboxes, fast access to information, and effective handoffs.
Tracking resolution time reveals bottlenecks in the support process and where automation can help.
Faster resolutions raise satisfaction and let support teams handle more volume with the same headcount.
Defuser AI shortens resolution time with instant answers, context and easy handoff — see the unified inbox.
How long it takes to fully resolve a customer's issue from start to finish.
Faster resolutions raise satisfaction and let support teams handle more volume with the same headcount.
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