Use case
How MTTR should actually be measured
MTTR is one of the most cited support metrics — and one of the most inflated. Here's how Orbit measures it, and why excluding waiting-on-client time matters.
Who it's for
- Service managers tracking MTTR
- MSPs reporting MTTR to clients
- Help desks setting MTTR targets
Pain points we solve
- MTTR inflated by waiting-on-client time
- MTTR that doesn't match client perception
- Per-category MTTR variance hidden in averages
How Orbit fits
Orbit's MTTR excludes time the ticket was waiting on the client (or third-party vendor). The metric reflects what your team controls.
Capabilities
What Orbit delivers
Team-time MTTR
Exclude waiting-on-client time from the metric.
Per-category breakdown
MTTR by category, not just overall average.
Common use cases
When teams reach for this
- Coaching techs on resolution patterns
- Reporting MTTR to clients
- Identifying categories that drag MTTR up
Get started
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