What it means
Resolution rate tells you how much of your incoming support volume is actually getting closed — a low rate signals backlog buildup, unresolved customer issues, or agents marking tickets 'pending' instead of closing them.
Resolution rate = (tickets resolved in period ÷ tickets received in period) × 100. In practice, the calculation depends on how your team defines "resolved" — closed by the agent, confirmed by the customer, or automatically closed after a period of no response. In ecommerce support, resolution rate is closely tied to ticket complexity. Order-status and tracking questions have near-100% resolution rates because the answer is definitive. Escalated complaints, damaged-goods claims, or fraud disputes may sit open for days while awaiting merchant action, pulling the overall rate down. A healthy resolution rate for a Shopify store is typically 85–95% within the same business day for AI-handled tickets, and 90%+ within SLA for human-handled ones. A rate below 80% usually points to backlog, under-staffing, or unclear ownership of complex tickets.
Why it matters
Unresolved tickets represent customers still waiting for help. Low resolution rates erode CSAT and trust, and they create a growing backlog that compounds during peak periods like BFCM. Tracking resolution rate separately for AI-resolved and human-resolved tickets helps pinpoint where the bottleneck lives.
How Bookbag helps
AI closes the loop automatically
When Bookbag's AI resolves a question, it closes the ticket immediately — no manual step required — keeping resolution rate high without agent effort.
Resolution analytics by topic
Bookbag breaks down resolution rates by ticket category so you can see exactly which question types are getting closed and which are stalling.
Auto-close on no reply
Tickets that customers don't respond to after resolution can be automatically closed on a schedule you set, preventing artificial backlog.
Frequently Asked Questions
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