The IT response time and the closed ticket time are critical metrics for measuring and evaluating the efficiency and effectiveness of IT support teams. However, the two metrics measure discrete aspects of an IT support team’s efficiency.
While IT response time refers to the time it takes for an IT support team to receive a ticket or a request and acknowledge that someone is working on it, the closed ticket time denotes the time it takes for the IT support team to receive a request for an issue, acknowledge the issue, assign this issue to an IT support staff, and resolve it or close it.
The goal of measuring the IT response time is to ensure that the IT support staff receives and responds to customers’ requests promptly. The entire purpose of these cross-sectional evaluations is to ensure that the support staff is quick and efficient in resolving forwarded IT issues.
Companies that outsource IT helpdesk support from trusted providers want to ensure their customers’ issues are received, acknowledged, and resolved on time. That ensures customer satisfaction and correspondingly promotes customer retention and business continuity.
So, what are the main differences between IT response time and closed ticket time?
1. Purpose
The IT response time measures the time it takes for an IT support team to respond to a new issue or ticket. For instance, when you have an IT-related technicality, the IT response time refers to the time it takes for an IT support team to receive and acknowledge that someone is working on your issue. This gives you peace of mind. Closed ticket time, on the other hand, denotes the time it takes the IT support team to receive your issue, diagnose it successfully, and close the ticket. Closing the ticket implies that your issue is resolved satisfactorily.
2. Focus
Another key difference is the focus between the two. While the IT response time focuses on giving quicker responses to forwarded IT issues or technicalities, the closed ticket time focuses on resolving issues promptly and providing time-to-value solutions to customer requests. So, while one focuses on providing a timely response, the other focuses on providing a timely end-solution to a reported problem.
3. Scope
The IT response time measures the time it takes from when a user submits a ticket to when the IT support team responds to this ticket that someone is actually working on the issue. Essentially, it’s the period from when a concern is reported to when it is assigned to the concerned parties – the technicians. On the other hand, the closed ticket time measures the duration when a ticket is opened and when it’s closed. That means the latter focuses on the time from when an IT issue is reported to when it’s fully resolved or fixed.
4. Process
The two differ greatly based on the process deployed. For instance, the IT response time measures the response process – from when an issue is reported to when it’s acknowledged that it’s already assigned to a technician to fix it. On the other hand, the closed ticket time measures the efficiency of the IT response team’s resolution process – including investigating and diagnosing the issue, implementing a solution, and verifying the problem is fixed or resolved.
5. User satisfaction
The IT support time is closely intertwined with user satisfaction because users expect a timely reply or response to their support requests. On the other hand, closed ticket time is based on user satisfaction because users expect their issues and concerns to be solved as quickly and as effectively as possible. So, one focuses on ensuring that the users’ concerns are received and assigned to the appropriate person(s), while the other focuses on ensuring these concerns are solved or fixed quickly and effectively.
Benefits of IT response time include:
- Improved user satisfaction
- Reduced downtime
- Increased efficiency
- Improved communication
- Improved Morale
Benefits of the closed ticket time include:
- Improved user satisfaction
- Reduced downtime
- Increased efficiency
- Improved communication
- Data for Continuous Improvement
- Adaptability for Changing Needs
- Improved Profitability
Looking keenly at the two sets of benefits, we realize that IT response time and closed ticket time measures share similar benefits to the users they serve.
For instance, both ensure user satisfaction because when customers feel their issues are received and solved quickly, they will be satisfied with the services rendered.
In addition, prompt responses to support receipts help minimize downtime for their end-users, leading to increased productivity, better profitability and fewer frustrations. Measuring IT response time helps identify areas where support is needed, such as automating particular tasks and assigning requests to the most appropriate member.
On the other hand, measuring the closed ticket time helps identify areas where the resolution process can be improved, such as by providing additional training and implementing new tools, thus ensuring better profitability and improved productivity.
Overall, it’s important to note that both the IT response time and the closed ticket time provide critical benefits for IT support teams and their users. Both ensure increased efficiency, reduced downtime, better profitability and productivity gains.
Bastionpoint – Enhancing Your IT Response Time and Closed Ticket Time
Bastionpoint is super-fast on both the IT response time and the closed ticket time. With its remote help desk support services, Bastionpoint helps individual enterprises and organizations speed up both their IT response time and closed ticket time.
Contact Bastionpoint for trusted IT support services – whether it’s fully managed IT, co-managed IT, or remote helpdesk support.
Chief Information Officer / vCIO
I provide CIO and IT Support Services alongside a mid-sized technical support team of engineers for business. Bastionpoint Technology is a managed service provider for businesses ranging from 1-500 users! We specialize in Legal, Medical, and Professional services, but support so much more. Retail, Finance, Healthcare, Manufacturing, Non-Profits, and you’ve certainly heard of our clients. We offer unlimited on-demand services, with an on-demand price point to meet every client’s needs. Just call on us – we put your business first!
