8 customisable OKR examples for Ticket Resolution Team

What are Ticket Resolution Team OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

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 Team 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 Team 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:

Our customisable Ticket Resolution Team OKRs examples

You'll find below a list of Objectives and Key Results templates for Ticket Resolution Team. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.

Hope you'll find this helpful!

1OKRs to improve ticket resolution process in DACH region

  • ObjectiveImprove ticket resolution process in DACH region
  • Key ResultImplement effective process in 95% of DACH tickets
  • TaskDevelop clear, concise guidelines for handling DACH tickets
  • TaskMonitor and evaluate ticket resolution success rates
  • TaskTrain staff on new ticket handling procedures
  • Key ResultDecrease average ticket resolution time by 25%
  • TaskImplement more efficient ticket sorting and prioritization systems
  • TaskTrain team in advanced problem-solving techniques
  • TaskIntroduce automation wherever possible
  • Key ResultIncrease customer satisfaction with resolution process by 30%
  • TaskImplement a comprehensive training program for customer service representatives
  • TaskDevelop and introduce a streamlined, multi-channel complaint resolution system
  • TaskConduct surveys to identify areas of dissatisfaction in the resolution process

2OKRs to streamline ticket resolution process in DACH region

  • ObjectiveStreamline ticket resolution process in DACH region
  • Key ResultReduce average ticket resolution time by 30%
  • TaskImplement more efficient ticket handling procedures
  • TaskProvide advanced problem-solving training to staff
  • TaskIntroduce effective ticket prioritization system
  • Key ResultTrain 100% of the support team on new procedural changes
  • TaskCreate comprehensive training materials for the procedural changes
  • TaskSchedule company-wide trainings for support team
  • TaskTrack and confirm individual completions
  • Key ResultImplement standard procedures for 90% of common issues
  • TaskDevelop standard procedures to address these issues
  • TaskIdentify the top common issues affecting the business
  • TaskTrain staff on implementing these procedures

3OKRs to implement process for quicker ticket resolution in DACH region

  • ObjectiveImplement process for quicker ticket resolution in DACH region
  • Key ResultReduce average ticket resolution time by 30% through improved processes
  • TaskImprove training on problem-solving strategies
  • TaskImplement more efficient ticket prioritization system
  • TaskAutomate routine tasks using AI technology
  • Key ResultTrain 90% of customer service reps in new resolution process for effective implementation
  • TaskSchedule and execute training sessions for identified customer service reps
  • TaskIdentify who needs training in the new resolution process
  • TaskDevelop concise, appropriate training materials for the resolution process
  • Key ResultStandardize 80% of ticket types for straightforward troubleshooting by the end of the quarter
  • TaskDevelop standardized responses for common issues
  • TaskImplement process across customer service team
  • TaskIdentify and categorize current ticket types

4OKRs to accelerate resolution of customer support tickets

  • ObjectiveAccelerate resolution of customer support tickets
  • Key ResultIncrease support team's ticket processing efficiency by 20%
  • TaskInvest in efficient ticket management software
  • TaskImplement ticket prioritization strategies to expedite urgent requests
  • TaskConduct training sessions on troubleshooting common issues
  • Key ResultImplement a knowledge base to facilitate 15% of ticket self-resolution
  • TaskImplement these solutions into a searchable knowledge base
  • TaskDevelop comprehensive, easy-to-understand solutions
  • TaskIdentify common issues from past customer tickets
  • Key ResultDecrease average ticket response time by 30%
  • TaskIncrease availability of customer service staff
  • TaskTrain staff in efficient troubleshooting techniques
  • TaskImplement a ticket prioritization system

5OKRs to enhance effectiveness and efficiency of T2 support agents

  • ObjectiveEnhance effectiveness and efficiency of T2 support agents
  • Key ResultImprove customer satisfaction scores by 20% post-support interaction
  • TaskRegularly review and act upon customer feedback
  • TaskTrain support staff in advanced customer service techniques
  • TaskImplement detailed post-support satisfaction surveys
  • Key ResultReduce average ticket resolution time by 15%
  • TaskIntroduce productivity tools for speedier resolution
  • TaskStreamline ticket sorting and prioritizing process
  • TaskImplement regular training to improve team’s problem-solving skills
  • Key ResultIncrease percentage of issues resolved on first contact to 70%
  • TaskRegularly review and improve troubleshooting methods
  • TaskDevelop clear guidelines for issue resolution
  • TaskImplement comprehensive training for customer service representatives

6OKRs to enhance incident ticket resolution and management

  • ObjectiveEnhance incident ticket resolution and management
  • Key ResultImplement a system to categorize and prioritize incidents for faster resolution
  • TaskImplement the system and train team on proper usage
  • TaskDevelop a categorization and prioritization system
  • TaskIdentify different categories and priority levels for incidents
  • Key ResultIncrease first call resolution rate to 80% from the current figure
  • TaskImplement customer service training emphasizing first call resolutions
  • TaskRegularly monitor and evaluate agent performance
  • TaskReview and update relevant call scripts and procedures
  • Key ResultReduce average ticket resolution time by 30%
  • TaskSet key performance indicators for resolution times
  • TaskTrain staff in advanced problem-solving
  • TaskImplement a more efficient ticket prioritization system

7OKRs to enhance satisfaction levels of IT Service Desk

  • ObjectiveEnhance satisfaction levels of IT Service Desk
  • Key ResultAchieve a first-contact resolution rate of 80%
  • TaskDevelop an efficient customer complaint system
  • TaskRegularly review and improve resolution strategies
  • TaskImplement thorough training for customer service reps
  • Key ResultIncrease CSAT scores by 20%
  • TaskIntroduce rewards program for exceptional customer service
  • TaskImprove customer service training programs for better service delivery
  • TaskImplement customer feedback system to identify improvement areas
  • Key ResultReduce ticket resolution time by 15%
  • TaskAssign dedicated teams to address frequent issues
  • TaskEstablish a knowledge base for common queries
  • TaskImplement and train staff on a new ticket prioritization system

8OKRs to decrease customer issue resolution time by 20%

  • ObjectiveDecrease customer issue resolution time by 20%
  • Key ResultImplement new ticketing system to streamline support process in 4 weeks
  • TaskCreate a system implementation and training plan
  • TaskResearch and select appropriate ticketing system software
  • TaskExecute the plan and monitor its effectiveness
  • Key ResultIncrease first-contact resolution rate to 75% from current rate
  • TaskMonitor and adjust strategies based on resolution rates
  • TaskImplement specialized training to address identified issues
  • TaskAnalyze recent unresolved customer interactions for common issues
  • Key ResultTrain customer support staff in issue escalation and resolution techniques
  • TaskSchedule regular role-play exercises to simulate escalation scenarios
  • TaskConduct a needs assessment for escalation training among support staff
  • TaskDevelop a comprehensive training curriculum on issue resolution techniques

Ticket Resolution Team 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

Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your OKRs.

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 Insights DashboardTability's audit dashboard will highlight opportunities to improve OKRs

Tip #2: Commit to weekly OKR check-ins

Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.

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

Tability Insights DashboardTability'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 Team OKRs in a strategy map

Quarterly OKRs should have weekly updates to get all the benefits from the 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.

A strategy map in TabilityTability'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 Team 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.

Create more examples in our app

You can use Tability to create OKRs with AI – and keep yourself accountable 👀

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