IT Operations Glossary

What is MTTR (Mean Time To Resolution)?

The average time to resolve a ticket from creation to closure.

How to Prevent IT Ticket Reopens

Reduce ticket reopens by improving first-time resolution and user communication.

IT Support Ticket Closure Best Practices

Close tickets properly — confirmation, documentation, and follow-up.

Email-to-Ticket: Why Your Inbox Is Not a Helpdesk

Forwarding support emails to a shared inbox feels organised — until it is not. Here is why email fails as a ticket system and how email-to-ticket automation fixes it.

How to Speed Up IT Support Response

Users waiting hours for IT support? Here is how to dramatically improve response times.

How to Clear Your IT Ticket Backlog

Hundreds of unresolved tickets piling up? Here is how to clear the backlog and keep it clean.

Put MTTR into practice with workro desk.

Start free — no card needed Back to glossary