At EMBER, I’ve had the chance to wear many hats and contribute in different ways as our team has grown. In my role as an Operations Specialist, I focus on tracking and presenting client success metrics that reflect how well we perform and how effectively we meet our clients’ needs.
One of the most important of these is ticket resolution time, a key support metric that shows how quickly we help clients get back to business. By highlighting this data, I can demonstrate the value of our work in a way that truly connects with clients.
What Is Ticket Resolution Time?
Simply put, resolution time is how long it takes us to fully resolve a support ticket once it’s submitted. For clients, that number translates directly into something very real:
- Less downtime for their team
- More productivity across the business
- Stronger confidence that their IT support partner has them covered
It’s the clearest way to measure speed of service and one of the easiest for clients to connect with.
How MSPs Balance Ticket Resolution Time and Critical Issues
Of course, not all tickets carry the same weight. At EMBER, we know that a password reset is an inconvenience, but a server outage or security threat can grind business to a halt. That’s why we prioritize critical tickets to the top of the queue and mobilize our team immediately to resolve them.
This combination of fast resolution times and smart prioritization ensures that the most urgent issues are resolved first while everyday tickets are still handled promptly. Clients appreciate knowing that when the stakes are high, their issues won’t sit in line behind routine requests.
How I Track and Report Ticket Resolution Time
Each month, I pull resolution data from our ticketing system. I look at:
- Average resolution times
- Breakdowns by issue type (password resets vs. outages)
- Comparisons to previous months
On client calls, I present these numbers in a straightforward, visual way. My goal isn’t to drown anyone in data. Instead, I want to highlight the story behind the numbers.
For example, I might share:
“Last month, your average ticket resolution time was quicker than the previous month. That means your employees are getting back to work faster.”
That’s not just a statistic; it’s proof of value.
Why Clients Value Ticket Resolution Time
From my experience, ticket resolution time is the metric clients pay the most attention to because it affects their people directly. Slow fixes cause frustration and lost productivity. Quick fixes build trust, reduce stress, and keep projects moving.
Showing clients that we monitor and continuously improve this metric gives them confidence in our support. They know we’re not just putting out fires. We’re committed to proactive support that drives real business outcomes.
Turning Metrics Into Stronger Relationships
Sharing resolution time isn’t only about performance but also about transparency. Providing visibility into our data encourages more open and constructive dialogue with clients. Sometimes we spot recurring issues that lead to bigger improvements. Other times, it reassures clients that they’ve chosen the right MSP partner.
In the end, these metrics strengthen trust and partnership, which is the heart of client success.
Final Thoughts
For any MSP, client success metrics are essential, but ticket resolution time stands out as the one that truly reflects how IT support impacts day-to-day business operations. By pulling, tracking, and presenting these numbers, I get to show clients the real value of working with EMBER: faster resolutions, less downtime, and a smoother IT experience.
Because at the end of the day, their success is the best measure of ours.