How to Calculate MTTR (Mean Time to Resolve)

How to Calculate MTTR (Mean Time to Resolve)

We want to calculate MTTR (Mean Time to Resolve) in our Zoho Analytics report under Tickets. Currently, we are using the following fields:

  • Ticket ID

  • Ticket Created Time

  • Ticket Closed Time

  • Ticket On Hold Time

We are planning to calculate MTTR (in days) using the formula:

MTTR = (Ticket Closed Time – Ticket Created Time) – Time spent in ‘On Hold’ – Time spent in ‘Awaiting Customer Info’ – Time spent in ‘Customer Pending Testing’ – Weekends

Could you please confirm which fields are actually necessary for an accurate MTTR calculation?

    Access your files securely from anywhere











                            Zoho Developer Community





                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                  • Ask the Experts



                                                            • Sticky Posts

                                                            • What’s New in Zoho Analytics – September 2025

                                                              Hello Users!! In this month’s update, we’re raising the bar across multiple touchpoints, from how you bring in data, plan and track projects to how you design and brand your dashboards. We’ve added the all-new Gantt chart for project visualization, expanded
                                                            • Announcing Agentic AI - Ask Zia!

                                                              We are delighted to roll out the new agentic AI capabilities in Ask Zia, where every stage of the BI workflow is assisted by AI. With a human-in-the-loop approach, Ask Zia ensures that you’re in command of the decision, while AI handles the complexity.
                                                            • Invitation-Based User Access in Zoho Analytics

                                                              Hello everyone, We’re rolling out an important update on how users are added to your Zoho Analytics Organization and Workspaces. Previously, when admins added users, they were automatically added to the organization. Moving forward, to improve security
                                                            • Zoholics Europe 2025: Your Ultimate Data Analysis (Zoho Analytics) Workshop Experience

                                                              Why should you attend? This year, Zoholics Europe 2025 is putting data analysis centre stage. With a dedicated workshop designed to answer all your data-related questions, you’ll gain practical skills, real-time solutions, and expert insights that you
                                                            • [Webinar] Evolving BI & Analytics in the Age of AI

                                                              Artificial intelligence is redefining how data is collected, analyzed, and leveraged across industries. As businesses strive to become more agile and insight-driven, traditional BI and analytics must transform to meet new demands. AI-first organizations


                                                            Manage your brands on social media



                                                                  Zoho TeamInbox Resources



                                                                      Zoho CRM Plus Resources

                                                                        Zoho Books Resources


                                                                          Zoho Subscriptions Resources

                                                                            Zoho Projects Resources


                                                                              Zoho Sprints Resources


                                                                                Qntrl Resources


                                                                                  Zoho Creator Resources



                                                                                      Zoho CRM Resources

                                                                                      • CRM Community Learning Series

                                                                                        CRM Community Learning Series


                                                                                      • Kaizen

                                                                                        Kaizen

                                                                                      • Functions

                                                                                        Functions

                                                                                      • Meetups

                                                                                        Meetups

                                                                                      • Kbase

                                                                                        Kbase

                                                                                      • Resources

                                                                                        Resources

                                                                                      • Digest

                                                                                        Digest

                                                                                      • CRM Marketplace

                                                                                        CRM Marketplace

                                                                                      • MVP Corner

                                                                                        MVP Corner







                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now


                                                                                            Zoho Show Resources


                                                                                              Zoho Writer Writer

                                                                                              Get Started. Write Away!

                                                                                              Writer is a powerful online word processor, designed for collaborative work.

                                                                                                Zoho CRM コンテンツ




                                                                                                  Nederlandse Hulpbronnen


                                                                                                      ご検討中の方




                                                                                                            • Recent Topics

                                                                                                            • Dynamic integration of ZOHO CRM Data into ZOHO SHOW

                                                                                                              Hello, We are making offering with good design on ZOHO Show. A lot of data in those offerings are filled with Data present in ZOHO CRM (Account name, Name of the deal, Amount of the deal...etc). Thus could we push (in API ?) specific data from those fields
                                                                                                            • Merge templates sharing and execution by team members

                                                                                                              Hi all, I need help on writer. Hope this group is the right one as well. I have a merge template created in Writer using Superuser, and I will require the team members to just run the merge filtering records, say using a quotation or invoice number that
                                                                                                            • API - Pulling next 10 records from Emails endpoint

                                                                                                              We are attempting to pull Emails from Accounts using the API (/Accounts/ID/Emails). The call works fine, but we are trying to implement the paging. Documentation seems to suggest using the index parameter with the next_index value returned, but we have
                                                                                                            • configuring/coding send notification

                                                                                                              Hi, I have an issue by sending a notification in a task management app. I'd like to address the guy, who is in charge. Sending email is fine, but notification is not. Thanks for any assistance! George Thanks, it seems it's working. I needed a user type
                                                                                                            • Client script syntax question

                                                                                                              Hi, I don´t know why this sytax is incorrect. /** * log("sample logging statement") --> can be used to print any data in the browser console. * ZDK module can be used for customising the UI and other functionalities. * return false to prevent <SAVE> action
                                                                                                            • Client/Brand Lists in Marketing Plus Campaigns

                                                                                                              My agency is looking at possibly signing up for Zoho Marketing Plus for Agencies but we are trying to figure out the best way to set things up. From my understanding, you create an account (portal), and then you make a new "brand" for each client within
                                                                                                            • Creating leads via API

                                                                                                              Hi We are working with a local vendor that is generating leads for us. They have integrated with ZOHO in the past, they told me: We need $refreshToken = "1000.cd05354...…..."; $clientID = "1000.4ECE...…..."; $clientSecret = "1ddf5fcd17......"; So I gather
                                                                                                            • Reproducible bug in Zoho Workdrive sync agent for Windows

                                                                                                              I've observed a recurring and reproducible failure in the Windows desktop app for WorkDrive, related to the registration of the OverlayIcon handlers that are added to the registry. When I installed Windows 11, I configured my ProfilesDirectory (C:\Users,
                                                                                                            • Emails to Hotmail/Outlook are being blocked – IP blacklisted

                                                                                                              Hello, I am using Zoho Mail with the domain ghayatalbahr.com, and I’m unable to send emails to Hotmail/Outlook addresses. The bounce message says that Zoho’s sending IP (199.67.81.1) is on a block list (S3150). Please help by either switching my account
                                                                                                            • Limits on test emails

                                                                                                              Why do you have limits on test emails? Can they be removed?
                                                                                                            • CORS problem with APIs

                                                                                                              When I try to call web services from Postman, I don't have a problem I can get responses without problem. But when I try to call Zoho web services from my web application I have a CORS problem. For local development I download a Chrome extension for prevent
                                                                                                            • Users cannot set due date?

                                                                                                              The due date field under the "Edit Layout" page is set to not visible and I cannot change it by clicking on the little red light bulb. I was almost certain that users are able to view and edit the due date at the time of ticket creation. Is there a way to make the due date field visible to users? Thanks, Jamie
                                                                                                            • Light Agents

                                                                                                              Can Light agents extract reports from the Analytics module? Kindest Regards Ahmed
                                                                                                            • Opening & Closing Balance - Zoho Desk

                                                                                                              I would like to track the opening and closing balance of total tickets for each day in Zoho Desk. I need a way to represent this data in Zoho Analytics or another application for easy tracking.
                                                                                                            • invokeUrl - send body with GET request

                                                                                                              Hello, I am trying to utilize the invokeUrl Deluge function to send a GET request with JSON request details in the body to my Node.js (Express) API. Request information is sent in the body because the request data can exceed URL parameter length and because
                                                                                                            • Bug Alert - Duplication of Tickets in Zoho Support

                                                                                                              Due to a bug that crept into our email infrastructure, duplicate copies of emails were fetched into and displayed within Zoho Support today.  We've already identified the root cause and built a fix for it.  Additionally, an automatic background program will identify and clean up all the duplicate emails you might have received so far.  The same should be rolled out to all users shortly. We'll keep you posted here as and when the fix is applied.  We apologize for the inconvenience and understand that,
                                                                                                            • Zoho User Group (ZUG) Meetup is Back in the USA!

                                                                                                              We’re excited to bring the Zoho User Group (ZUG) Meetup back to the USA! Join us for an insightful session where we’ll explore how businesses of all sizes can optimize their lead nurturing process using Zoho SalesIQ and other Zoho applications. Session
                                                                                                            • Ordering of Teams

                                                                                                              Hi there, Currently, we cannot order Teams in Zoho Desk. Teams are ordered as they were created. It would be really helpful if we could customise the order of Teams. For example: We have the following Teams: Shipping Customer Service Sales Compliance
                                                                                                            • B2B2B SaaS: How to visually identify affiliate-referred clients in Zoho Desk ticket listings?

                                                                                                              We're using Zoho Desk standalone (without CRM) for our B2B2B SaaS company, where we support both direct clients and their end customers. Challenge: We need agents to visually identify tickets from clients who were referred by specific affiliates directly
                                                                                                            • You should be able to edit the invite template of Zoho Meeting when sending it to an email

                                                                                                              What the title says. Is there a way I don't know about?? Thanks. FV
                                                                                                            • New App Menu Doubt and Question

                                                                                                              Hi member, Now my Creator C6 able to have the Newest App Menu. The UI is nice. But I have several questions about this feature. 1) I construct two Title on above a component. But only one Title will be shown. Is it a bug or intended behavior? In fact,
                                                                                                            • Zoho Projects - Quarterly Updates | Q1 2025

                                                                                                              Hello Users, We would like to share the latest updates for this quarter. Here is a round-up of the features and enhancements we rolled out in Q1: Working with Zoho Projects data in Power BI? Integrate Zoho Projects to Power BI and sync module data (from
                                                                                                            • Customers receiving two email notifcations each time an invoice is created

                                                                                                              Customers are receiving two emails each time we create a new invoice. They are not duplicates, as there is only one invoice in their account + in the email workflow. But still, they receive the email two times in a row at the same time. We have gone over
                                                                                                            • Zoho Developer Community Monthly Digest – March 2025

                                                                                                              Hello everyone, This month is packed with exciting product updates, learning sessions, and powerful community conversations that remind us: sometimes, the best solutions come from a single shared question. From quick workarounds to upcoming training events
                                                                                                            • jsonarray.

                                                                                                              Zoho CRM says "Invalid input for Product_Details. The expected input type is jsonarray."
                                                                                                            • Caldav Synchronizer shows error System.Xml.XmlException: Root element is missing

                                                                                                              We are using Outlook 2019 and CalDav Synchronizer to sync our calendars. Since ~two weeks we are not able to sync anymore, we always get the Error System.Xml.XmlException: Root element is missing I attached a screenshot with the full error message. System.Xml.XmlException:
                                                                                                            • What is the module name for "Vendors" in a call to info zoho.books.getRecordsByID?

                                                                                                              What is the module name for "Vendors" in a call to info zoho.books.getRecordsByID? "vendors" is incorrect. zoho.books.getRecordsByID("vendors", books_organization_ID, vendor_id, "books_full_access");
                                                                                                            • How to set the width of the columns in a script

                                                                                                              Dear community, hope you all are doing great, I'm creating this thread to check the following: I have a deluge script that creates a PDF file with a table and I'm strugling to set the width of the columns. Here's the snippet of my code which creates this
                                                                                                            • Any idea for loading animation workaround?

                                                                                                              On my application i have page with ZML <image>  which has attribute action='Function'. when the image (icon) pressed a function get called and sometimes the function takes some time (API Calls).  For making a reasonable UX i would like to show a sign
                                                                                                            • Generate Payment Link - ZOHO Books by an API

                                                                                                              Hello Team, is there any way we can Generate a Payment Link - ZOHO Books by an API, if anyone has any idea about this please do comment? Thanks & Regards Piyush Goyal
                                                                                                            • Email hook is triggered twice for a single email

                                                                                                              I have a problem with Zoho Flow. Started yesterday. Every incoming email is processed twice by the same flow, but there is only one entry in the history. On the dashboard I can see that the flow was executed 6 times (3 emails received) and I have 3 entries
                                                                                                            • Opportunity Reappears in Pipeline After Exiting Blueprint – Need to Prevent This

                                                                                                              An opportunity reappears in the Pipeline after exiting the Blueprint, and the user is able to move it — I don't want this to happen. Can someone help me?"
                                                                                                            • Fetch a task by ID

                                                                                                              Hi there, is there an option to fetch "Zoho Project " task by ID in "Zoho Flow" or any really way to fetch task currently. Thanks in advance
                                                                                                            • Perfomance Management - Zoho People

                                                                                                              Hi team, I am looking for performance management data such as KRA, goals, feedback, appraisals, etc., in Zoho Analytics. However, I am unable to find these metrics while editing the setup. Could you please confirm whether these fields are available in
                                                                                                            • Zoho CRM Canvas is slow in loading

                                                                                                              Hi, the new Canvas feature in Zoho CRM is very interesting but the layout becomes very slow to load. I mean using the standard layout for Contacts detail view takes about 2,200 ms to completely load the page on my Chromebook (and my connection speed is
                                                                                                            • What's New in Zoho Books - June 2024

                                                                                                              Hello users, We are back with new features and improvements to enhance your accounting experience in Zoho Books. Keep reading to discover what's new in Zoho Books this June. Generate ABA Files for Bills [Australia Edition] An ABA file (Australian banking
                                                                                                            • What's New in Zoho Books - May 2024

                                                                                                              Hello users, We've rolled out new features and enhancements to elevate your accounting experience in Zoho Books. Dive in to discover what's new in Zoho Books this May. Alipay Payment Method for Stripe Alipay, a popular digital wallet in China, is now
                                                                                                            • Annoying Pop-Up Zoho Advertisements and Announcements Within Apps

                                                                                                              It is beyond frustrating to have to close out Zoho's announcements for Webinars, Zoholics, updates, events, etc while working within ANY of the Zoho apps. I see it when accessing Zoho One, Cliq, Creator, and CRM. Zoho boasts to be a professional solution
                                                                                                            • Linking fields from different modules

                                                                                                              is it possible to have fields from 2 different modules linked together?  For example, within our opportunity module we have an account field.  Can we create a new module that is linked to the opportunity module with the account field?  So when the account field is updated in the opportunity module, it also gets updated in the new module?
                                                                                                            • Detect previously signed PDF in package

                                                                                                              When you include a previously signed PDF document in a package, if that document had text tags in it, Zoho Sign will add new signature fields on top of the real signatures. That should be a disfavored action for two reasons: (1) it's almost never going
                                                                                                            • Next Page