Essential help desk metrics !behind great customer support!

1.  Do  you  know  how  many  .ckets  went  unresolved    last  week?    2.  Do  you  know  who  among  your  help  desk  staff  has  the    fastest  response  .me  and  quickest  resolu.on  .me?    3.  Do  you  know  how  many  staff  you  need  in  another    3  to  6  months?  

Do  you  know?  

Scaling  

Performance  

Customer  issues  

Focus  on  

Support  staff  

Support  Manager  

Execu.ve  

Metrics  that  help  you  manage  

Scaling  

Performance  

Customer  issues   Support  staff  

Support  Manager  

Execu.ve  

Metrics  that  help  you  manage  

1. Reply  Pending  .ckets  2. Address  Tickets  due  3. Handle  Priority  .ckets  

Dashboard  to  solve  Customer  issues  

Support  staff  

1. Reply  Pending  .ckets  

Find  unassigned  .ckets  and  start  responding    Look  at  the  dashboard  to  get  an  overview  of  .ckets  &  updates  

Support  staff  Dashboard  to  solve  Customer  issues  

2.  Address  .ckets  due  

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

Support  staff  Dashboard  to  solve  Customer  issues  

3.  Priori.ze  .ckets  

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

Support  staff  Dashboard  to  solve  Customer  issues  

Scaling  

Performance  

Customer  issues   Support  staff  

Support  Manager  

Execu.ve  

Metrics  that  help  you  manage  

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  to  track  Performance  

Support  Manager  

Scaling  

Performance  

Customer  issues   Support  staff  

Support  Manager  

Execu8ve  

Metrics  that  help  you  manage  

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  staff  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  

Metrics  to  help  you  Scale  

Execu.ve