What metrics should you track when evaluating the effectiveness of a ticketing system?

1 Ticket volume

Ticket volume is the number of tickets that are created, received, or resolved in a given period of time. It can indicate the demand for your products or services, the quality of your solutions, and the satisfaction of your customers. You should track the ticket volume over time and compare it with your capacity, resources, and goals. You should also identify the sources, categories, and types of tickets to understand the nature and scope of the issues or requests that you are dealing with.

2 Ticket resolution time

Ticket resolution time is the average time it takes to close a ticket from the moment it is created or received. It can reflect the efficiency, productivity, and responsiveness of your team and your ticketing system. You should track the ticket resolution time for different tickets, agents, and departments to evaluate their performance and identify bottlenecks or delays. You should also set realistic and achievable targets for the ticket resolution time and monitor your progress and improvement.

3 Ticket backlog

Ticket backlog is the number of tickets that are open, pending, or unresolved at any given moment. It can indicate the workload, pressure, and stress of your team and your ticketing system. You should track the ticket backlog and keep it as low as possible to avoid customer dissatisfaction, frustration, and churn. You should also prioritize the tickets based on their urgency, importance, and impact and allocate the resources and time accordingly.

4 Ticket quality

Ticket quality is the measure of how well a ticket is handled, documented, and resolved. It can affect the customer experience, loyalty, and retention. You should track the ticket quality by using criteria such as the clarity, accuracy, and completeness of the ticket information, the relevance, effectiveness, and timeliness of the ticket response, and the feedback, rating, or survey results from the customer. You should also implement quality standards, guidelines, and best practices for creating, managing, and resolving tickets.

5 Ticket automation

Ticket automation is the use of software, tools, or scripts to perform repetitive, routine, or complex tasks related to tickets. It can enhance the speed, accuracy, and consistency of your ticketing system. You should track the ticket automation by using metrics such as the percentage of tickets that are automatically created, assigned, updated, or closed, the time and cost savings from the automation, and the error rate or failure rate of the automation. You should also optimize the ticket automation by testing, monitoring, and adjusting the rules, workflows, and triggers.

6 Ticket analytics

Ticket analytics is the process of collecting, processing, and analyzing the data from your tickets to generate insights, trends, and patterns. It can help you improve your decision making, problem solving, and strategy planning. You should track the ticket analytics by using metrics such as the ticket distribution, frequency, and seasonality, the ticket correlation, causation, and prediction, and the ticket impact, value, and return on investment. You should also leverage the ticket analytics by using tools, dashboards, and reports to visualize, communicate, and act on the data.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?