8 customisable OKR examples for Ticket Resolution

What are Ticket Resolution OKRs?

The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.

Formulating strong OKRs can be a complex endeavor, particularly for first-timers. Prioritizing outcomes over projects is crucial when developing your plans.

We've tailored a list of OKRs examples for Ticket Resolution to help you. You can look at any of the templates below to get some inspiration for your own goals.

If you want to learn more about the framework, you can read our OKR guide online.

Building your own Ticket Resolution OKRs 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 generator below or our more complete goal-setting system to generate your own OKRs.

Feel free to explore our tools:

Use our free OKR generator
Use Tability, a complete platform to set and track OKRs and initiatives, including a GPT-4 powered goal generator

Our customisable Ticket Resolution OKRs examples

We've added many examples of Ticket Resolution Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.

Hope you'll find this helpful!

1. OKRs to improve ticket resolution process in DACH region

Improve ticket resolution process in DACH region
Implement effective process in 95% of DACH tickets
Develop clear, concise guidelines for handling DACH tickets
Monitor and evaluate ticket resolution success rates
Train staff on new ticket handling procedures
Decrease average ticket resolution time by 25%
Implement more efficient ticket sorting and prioritization systems
Train team in advanced problem-solving techniques
Introduce automation wherever possible
Increase customer satisfaction with resolution process by 30%
Implement a comprehensive training program for customer service representatives
Develop and introduce a streamlined, multi-channel complaint resolution system
Conduct surveys to identify areas of dissatisfaction in the resolution process

ticket-resolution customer-satisfaction customer-service-representatives problem-solving-team ticket-resolution-team customer-satisfaction-team

Implement this OKR

2. OKRs to implement process for quicker ticket resolution in DACH region

Implement process for quicker ticket resolution in DACH region
Reduce average ticket resolution time by 30% through improved processes
Improve training on problem-solving strategies
Implement more efficient ticket prioritization system
Automate routine tasks using AI technology
Train 90% of customer service reps in new resolution process for effective implementation
Schedule and execute training sessions for identified customer service reps
Identify who needs training in the new resolution process
Develop concise, appropriate training materials for the resolution process
Standardize 80% of ticket types for straightforward troubleshooting by the end of the quarter
Develop standardized responses for common issues
Implement process across customer service team
Identify and categorize current ticket types

ticket-resolution training customer-service-representatives training-coordinators customer-service-team training-department

Implement this OKR

3. OKRs to streamline ticket resolution process in DACH region

Streamline ticket resolution process in DACH region
Reduce average ticket resolution time by 30%
Implement more efficient ticket handling procedures
Provide advanced problem-solving training to staff
Introduce effective ticket prioritization system
Train 100% of the support team on new procedural changes
Create comprehensive training materials for the procedural changes
Schedule company-wide trainings for support team
Track and confirm individual completions
Implement standard procedures for 90% of common issues
Develop standard procedures to address these issues
Identify the top common issues affecting the business
Train staff on implementing these procedures

ticket-resolution support-training support-team-manager process-improvement-specialist support-team operations-team

Implement this OKR

4. OKRs to accelerate resolution of customer support tickets

Accelerate resolution of customer support tickets
Increase support team's ticket processing efficiency by 20%
Invest in efficient ticket management software
Implement ticket prioritization strategies to expedite urgent requests
Conduct training sessions on troubleshooting common issues
Implement a knowledge base to facilitate 15% of ticket self-resolution
Implement these solutions into a searchable knowledge base
Develop comprehensive, easy-to-understand solutions
Identify common issues from past customer tickets
Decrease average ticket response time by 30%
Increase availability of customer service staff
Train staff in efficient troubleshooting techniques
Implement a ticket prioritization system

customer-support-efficiency self-resolution customer-service-manager support-team-leader customer-support-team knowledge-base-team

Implement this OKR

5. OKRs to enhance incident ticket resolution and management

Enhance incident ticket resolution and management
Implement a system to categorize and prioritize incidents for faster resolution
Implement the system and train team on proper usage
Develop a categorization and prioritization system
Identify different categories and priority levels for incidents
Increase first call resolution rate to 80% from the current figure
Implement customer service training emphasizing first call resolutions
Regularly monitor and evaluate agent performance
Review and update relevant call scripts and procedures
Reduce average ticket resolution time by 30%
Set key performance indicators for resolution times
Train staff in advanced problem-solving
Implement a more efficient ticket prioritization system

incident-management first-call-resolution it-service-manager customer-service-staff it-service-management-team customer-service-team

Implement this OKR

6. OKRs to enhance effectiveness and efficiency of T2 support agents

Enhance effectiveness and efficiency of T2 support agents
Improve customer satisfaction scores by 20% post-support interaction
Regularly review and act upon customer feedback
Train support staff in advanced customer service techniques
Implement detailed post-support satisfaction surveys
Reduce average ticket resolution time by 15%
Introduce productivity tools for speedier resolution
Streamline ticket sorting and prioritizing process
Implement regular training to improve team’s problem-solving skills
Increase percentage of issues resolved on first contact to 70%
Regularly review and improve troubleshooting methods
Develop clear guidelines for issue resolution
Implement comprehensive training for customer service representatives

customer-satisfaction ticket-resolution t2-support-agents customer-service-representatives support-team training-team

Implement this OKR

7. OKRs to enhance satisfaction levels of IT Service Desk

Enhance satisfaction levels of IT Service Desk
Achieve a first-contact resolution rate of 80%
Develop an efficient customer complaint system
Regularly review and improve resolution strategies
Implement thorough training for customer service reps
Increase CSAT scores by 20%
Introduce rewards program for exceptional customer service
Improve customer service training programs for better service delivery
Implement customer feedback system to identify improvement areas
Reduce ticket resolution time by 15%
Assign dedicated teams to address frequent issues
Establish a knowledge base for common queries
Implement and train staff on a new ticket prioritization system

customer-satisfaction ticket-resolution it-service-desk-manager customer-service-representative customer-service-team it-service-desk-team

Implement this OKR

8. OKRs to decrease customer issue resolution time by 20%

Decrease customer issue resolution time by 20%
Implement new ticketing system to streamline support process in 4 weeks
Create a system implementation and training plan
Research and select appropriate ticketing system software
Execute the plan and monitor its effectiveness
Increase first-contact resolution rate to 75% from current rate
Monitor and adjust strategies based on resolution rates
Implement specialized training to address identified issues
Analyze recent unresolved customer interactions for common issues
Train customer support staff in issue escalation and resolution techniques
Schedule regular role-play exercises to simulate escalation scenarios
Conduct a needs assessment for escalation training among support staff
Develop a comprehensive training curriculum on issue resolution techniques

customer-support ticketing-system customer-support-assistant customer-service-manager customer-support-team systems-implementation-team

Implement this OKR

Ticket Resolution OKR best practices to boost success

Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Here are a couple of best practices extracted from our OKR implementation guide 👇

Tip #1: Limit the number of key results

Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.

We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

Tability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to weekly OKR check-ins

Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.

Being able to see trends for your key results will also keep yourself honest.

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

Tip #3: No more than 2 yellow statuses in a row

Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

How to turn your Ticket Resolution OKRs in a strategy map

Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:

It brings the goals back to the top of the mind
It will highlight poorly set OKRs
It will surface execution risks
It improves transparency and accountability

Spreadsheets are enough to get started. Then, once you need to scale you can use a proper OKR platform to make things easier.

Tability's Strategy Map makes it easy to see all your org's OKRs

If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

More Ticket Resolution OKR templates

We have more templates to help you draft your team goals and OKRs.

OKRs resources

Here are a list of resources to help you adopt the Objectives and Key Results framework.

To learn: What is the meaning of OKRs
Blog posts: ODT Blog
Success metrics: KPIs examples

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