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Ticket Resolution metrics and KPIs

What are Ticket Resolution metrics?

Crafting the perfect Ticket Resolution metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

Find Ticket Resolution metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Ticket Resolution metrics and KPIs

Metrics for Windows and VMWare Server Support

  • 1. First Call Resolution Rate

    Percentage of issues resolved on the first call without escalation

    What good looks like for this metric: 70-80%

    Ideas to improve this metric
    • Provide comprehensive training for team members
    • Implement a robust knowledge base
    • Utilise remote access tools for rapid solutions
    • Ensure clear communication during ticket handling
    • Optimise ticket categorisation for swift allocations

  • 2. Average Ticket Resolution Time

    Average time taken to resolve support tickets

    What good looks like for this metric: Less than 24 hours

    Ideas to improve this metric
    • Enhance prioritisation of critical tickets
    • Streamline internal workflows
    • Employ ticketing software with automation features
    • Offer frequent skill-improving sessions
    • Regularly review ticket handoff processes

  • 3. Customer Satisfaction Score

    Rating provided by customers after resolution

    What good looks like for this metric: Above 90%

    Ideas to improve this metric
    • Solicit feedback through post-service surveys
    • Provide personalised support where applicable
    • Encourage proactive follow-ups with customers
    • Analyse feedback data to identify improvement areas
    • Reward team members demonstrating high satisfaction scores

  • 4. Ticket Backlog

    Number of unresolved tickets over a specified time period

    What good looks like for this metric: Less than 10% of total tickets

    Ideas to improve this metric
    • Regularly audit ticket queue for overdue items
    • Implement weekly backlog reviews
    • Balance team workload to prevent overloads
    • Develop standard operating procedures for common issues
    • Encourage team accountability for assigned tickets

  • 5. Service Uptime

    Percentage of time the server environment is operational and available

    What good looks like for this metric: 99.9%

    Ideas to improve this metric
    • Conduct regular system health checks
    • Implement proactive monitoring systems
    • Establish a thorough disaster recovery plan
    • Schedule routine maintenance during off-peak hours
    • Ensure redundancy for critical systems
ticket-resolutioncustomer-satisfactionsupport-analystcustomer-service-managerit-support-teamcustomer-service-team
Implement these metrics

Tracking your Ticket Resolution metrics

Having a plan is one thing, sticking to it is another.

Setting good strategies is only the first challenge. The hard part is to avoid distractions and make sure that you commit to the plan. A simple weekly ritual will greatly increase the chances of success.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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