Essential help desk metrics !

behind great customer support!

Do you know?
1. Do you know how many .ckets went unresolved
last week?

2. Do you know who among your help desk sta has the
fastest response .me and quickest resolu.on .me?

3. Do you know how many sta you need in another
3 to 6 months?

Focus on
Metrics that help you manage
Customer issues

Support sta

Performance

Support Manager

Scaling

Execu.ve

Metrics that help you manage

Customer issues

Support sta

Performance

Support Manager

Scaling

Execu.ve

Dashboard to solve
Customer issues

Support sta

1. Reply Pending .ckets

2. Address Tickets due
3. Handle Priority .ckets

Dashboard to solve
Customer issues

Support sta

1. Reply Pending .ckets

Find unassigned .ckets and start
responding

Look at the dashboard to get an
overview of .ckets & updates

Dashboard to solve
Customer issues

Support sta

2. Address .ckets due

Find .cket due that day and get
your team work on it

Dashboard to solve
Customer issues

Support sta

3. Priori.ze .ckets
Quickly understand how you need
to split your .me between .ckets
based on urgency and priority

Metrics that help you manage

Customer issues

Support sta

Performance

Support Manager

Scaling

Execu.ve

Metrics to track
Performance

Support Manager

1. Assess team performance

2. Track .cket lifecycle
3. Iden.fy boRlenecks

Metrics to track
Performance

Support Manager

1. Assess team performance

Measure how your team performs
based on their
First response .me
Number of issues resolved

Metrics to track
Performance

Support Manager

2. Track .cket lifecycle

Track the steps your cri.cal .ckets
pass through and spot trends

Metrics to track
Performance

Support Manager

3. Iden.fy boRlenecks
Spot .ckets and people taking .me
to resolve and delegate

Metrics that help you manage

Customer issues

Support sta

Performance

Support Manager

Scaling

Execu8ve

Metrics to help
you Scale

Execu.ve

1. Insights about key customers

2. Predict trends
3. Scheduled monitoring

Metrics to help
you Scale

Execu.ve

1. Insights about key customers

Monitor if your key customers are
treated well

Metrics to help
you Scale

Execu.ve

2. Predict trends & plan for future

See if you need more sta to support
your growth

Redirect team members based on
where the demand is

Metrics to help
you Scale

Execu.ve

3. Scheduled monitoring
Enable scheduled reports with
your essen.al metrics to receive
them in your mailbox