Is Your Customer Support in the Right Direction? Check these Help Desk Metrics

Customer Support SoftwareThink of a scenario where your customers are unhappy with the support that your team offers to them, and you face steadily declining customer ratings. Of course, you don’t want your customer support to face this kind of situation. Employing customer support software is, thus, the safest bet here. Note that

86% of consumers are ready to pay more for better customer experience.

The tool comes with reporting and analytics feature, and this feature allows you to gain insights into customers’ service experience.

It is crucial for any business to check how well their help desk software performs and also assess customer support. In this blog, we take a look at a few of the most critical help desk metrics. Dig in to learn more.

Metric No. #1 – New Ticket


Your business needs to know the volume of incoming support requests from customers. As a customer success manager (CSM), you need to have the exact figures on the number of requests your support team is managing.

Get a sense of issues and requests that your customer support agents can tackle daily, weekly or monthly. It will be a cakewalk to hire new recruits accordingly. Use customer service software, like ProProfs Help Desk to access data on new tickets.

Metric No. #2 – Distribution of Tickets

Shared InboxSystem administrators need to look at how support requests are distributed among agents. A help desk ticketing system enables managers and system administrators to learn more on ticket distribution.

Ticket distribution helps you ascertain if there exists any correlation between the average response time and the satisfaction ratings of customers.

Your admin can find out if there are frequent issues with any of your product or service.

There may be times when you notice a sudden increase in the number of support requests. This upsurge may be due to a backlog of old tickets, and you choose to distribute tickets accordingly. After all, you don’t want to witness low satisfaction rating due to rising average response times.

Metric No. #3 – Response and Wait Times

It is critical for any business to reduce the wait and response times for its customers. The ultimate business goal is to deliver a delightful experience to customers. If your team sends delayed responses to customers or keeps them waiting, they may get frustrated and finally, leave you.

The period between a support request and the first response from your support agent should be minimal.

Your customers expect at least an acknowledgment that the concerned individual or team has begun the help process. Further, you should work on minimizing the wait time for final resolution. Resolution time is the total time for which a support request remains unresolved.

Metric No. #4 – Open and Rated Tickets

Customer support help desk metrics Another help desk metric that managers need to look closely is the number of tickets that are not closed.

Ensure that there are a low number of open tickets, as this implies a quick resolution of customer issues and requests. Customer support tools give you data on new tickets, rated tickets, and the total number of open tickets. Through rated tickets, managers and admins can view customer comments and ratings for each agent’s performance.

Metric No. #5 – Resolution Time

You should use customer service software to check on the resolution time of your customer queries and requests. 

You should understand on an average, how long your customers have to wait for the full resolution of their issues. You need to consider the Help Desk metrics that deal with the first response and the resolution time for delivering excellent customer service.

When there is a growing gap in these responses over time, your agents should get additional training. There is no point in revisiting the same customer support problem multiple times.

Metric No. #6 – Individual Performance

performance tracking using help deskThe best part about a customer service help desk software is that it gives specific data on the individual performance of agents. It is a must for managers to find out the top-performing customer support agents and those who need to improve.

A few agents may be ready to take on more customer support challenges, while others may require additional training and resources. This metric helps to answer questions such as:

Are visitors happy with your support experience? What is the average rating of a customer support agent? Is support rating improving over time? etc.

Metric No. #7 – Backlog

Help desk managers care the most about the backlog in their support queue. They don’t want their agents to be overloaded with piles of tickets. Help desk tool allows them to keep a check on this backlog.

Incoming requests should not always be more than those that can be handled in a week.

Employing a help ticketing system that comes integrated with knowledge base plays a critical role in automating ticket resolution. Customers can help themselves using the self-help center, and this may lessen the chances of any backlogs.

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About the author

Manvi Raj

A dedicated soul to writing, Manvi Garg has been contributing to both technical and non-technical genres of content writing for years now. She is SaaS-based product expert and a business insider. Possessing a keen interest in marketing, her writing has helped brands do wonders through content marketing. Leo by nature and heart, she likes watching horror movies and engages in adventure sports.

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