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What is the resolution time?

Resolution time refers to the duration taken to address and resolve a customer’s complaint or query. It’s a critical metric in customer service, reflecting the efficiency and effectiveness of a company’s support team. A shorter resolution time indicates a more responsive and customer-centric business, leading to higher customer satisfaction. However, it’s not just about speed. Quality of resolution also matters. If a problem is resolved hastily but recurs, it can lead to customer frustration. Therefore, businesses should aim for a balance between speed and quality in resolution time, ensuring that issues are not just resolved quickly, but also effectively and permanently.

Understanding Resolution Time in Help Desk Support

Customers of a help desk support system expect swift solutions to their problems. One area that’s essential in meeting their expectations is the resolution time. In this article, we will discuss what resolution time is, its importance in help desk, practical instances, and major benefits for customers.

Definition of Resolution Time

Resolution time refers to the duration it takes to solve a customer’s issue in a help desk support system. It starts when a customer reports an issue and ends when the issue is resolved to the customer’s satisfaction. Resolution time can depend on various factors, including the complexity of the problem, availability of resources, and level of support required.

The Importance of Resolution Time in Help Desk

Resolution time is used to gauge the efficiency of the help desk support system. A fast resolution time will lead to satisfied customers, which translates to customer loyalty and retention. Additionally, tracking resolution time helps the help desk department to identify bottlenecks and improve productivity by tweaking their support system.

Practical Instances of Resolution Time

Resolution time comes into play in everyday customer support scenarios. For example, if a customer contacts the help desk with a billing issue, the support agent would need to take action to resolve the issue. The duration it takes to resolve the problem is the resolution time.

Benefits of Fast Resolution Time for Customers

The major benefit of a fast resolution time is that it gives customers a sense that their issues matter. When customers feel valued and get quick responses to their support request, they become loyal and repetitively utilize the organization’s services. Additionally, fast resolution time reduces downtime, frustration, and potential negative consequences that would have arisen from such a delay.

Other essential advantages of a fast resolution time include:

  • Improved reputation and trust in the organization
  • Increased customer satisfaction ratings
  • Higher potential of customer retention and loyalty
  • Increase in productivity and time saved for both customer and organization


Resolution time is a crucial aspect in help desk support. It affects the overall satisfaction of customers with an organization’s customer support services. Therefore to ensure customer satisfaction, both the help desk department and support agents must put emphasis on maintaining a fast resolution time.

lets learn more about other jargons also

First call resolution is a term used in the help desk and customer support industry, which refers to the ability of a customer service representative to resolve a customer’s issue or concern on the first call. A high rate of first call resolution is essential for an organization as it leads to increased customer satisfaction, reduced customer abandonment, and lower operating costs. An effective approach to achieving first call resolution is to employ knowledgeable and well-trained agents, implement customer-centric service processes and utilize robust customer service software. A low rate of first call resolution can result in poor customer experience which may lead to reduced loyalty, negative reviews, and lower revenue.

On time resolution, on the other hand, is the ability of a customer service representative to resolve a customer’s issues or concern within a specified timeframe. It is a key performance indicator used in the help desk and customer support industry to measure the efficiency of the support team and gauge customer satisfaction. Timely resolution of a customer’s issue is important in retaining their trust and building a long-term relationship. It emphasizes the importance of a prompt response to customer queries, effective communication, and commitment to meeting customer’s needs. An effective on-time resolution strategy involves efficient ticket management, proactive communication, and swift resolution of customer issues to boost customer satisfaction and retention.

FAQs About What is Resolution Time?

The average resolution time for a customer service query depends on the complexity of the issue and the resources available to the customer service team. Generally, customer service queries are resolved within 24-48 hours. However, some queries may take longer to resolve depending on the complexity of the issue.
The amount of time it takes to resolve a customer service issue can vary depending on the complexity of the issue. Generally, most customer service issues can be resolved within a few hours or days. However, some more complex issues may take longer to resolve. If you are having difficulty resolving an issue, it is best to contact customer service for assistance.
You can expect a response to your customer service query within 24 hours. Our customer service team is available to answer your questions Monday through Friday from 9am to 5pm EST. If you submit your query outside of these hours, we will respond as soon as possible the next business day.
The maximum resolution time for customer service inquiries depends on the complexity of the issue. Generally, customer service inquiries are resolved within 24-48 hours. However, more complex inquiries may take longer to resolve.
To ensure your customer service query is resolved in a timely manner, it is important to provide as much detail as possible when submitting your query. Include any relevant information such as order numbers, product details, and contact information. Additionally, make sure to contact the customer service team through the appropriate channels, such as email, phone, or live chat. Finally, follow up with the customer service team if you do not receive a response within a reasonable timeframe.

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