Product
Support
An In today's fast-paced business environment, having a comprehensive help desk solution is essential for maintaining efficiency and ensuring customer satisfaction. Raiseaticket provides a robust set of metrics to help businesses monitor and improve their support operations. These metrics are tailored to ensure timely resolutions, adherence to service agreements, and overall performance improvement.
This metric counts the total number of tickets closed, including those that are reopened later for additional support. Tracking resolved tickets ensures that customer queries are effectively handled and helps identify recurring issues.
Raiseaticket offers detailed Service Level Agreement (SLA) tracking, which includes:
Tickets resolved within SLA-defined timeframes.
Tickets resolved outside SLA agreements.
SLA breaches for unresolved or unassigned tickets.
These metrics highlight areas where service delivery can improve and help maintain customer trust through timely support.
Measures the time it takes for an agent to respond to a ticket after it is created. A prompt first response shows customers that their concerns are being addressed and helps build trust.
Analyzes how tickets are categorized by topic or issue type. By understanding ticket distribution, organizations can identify patterns, address recurring problems, and enhance their knowledge base to reduce support requests.
Monitors unresolved tickets to identify backlogs and predicts future workloads based on historical trends. Raiseaticket also recommends proactive strategies such as automation and self-service portals to reduce backlogs.
Tracks various agent-specific data, including:
Replies per resolution.
Customer responses per ticket.
Time spent actively working on tickets.
These metrics provide insights into agent productivity and highlight areas for training or workflow adjustments.
Raiseaticket allows businesses to gauge satisfaction by analyzing resolution times, first responses, and tickets resolved without replies. These insights help measure customer happiness and loyalty.
Tracks the total time from ticket creation to final resolution, even accounting for reopened cases. Faster resolution times lead to improved customer experiences and operational efficiency.
Monitors the total time agents spend on individual tickets. This helps evaluate resource utilization and ensures agents are working efficiently.
Identifies gaps in knowledge base content by analyzing ticket trends. Expanding and refining the knowledge base reduces ticket volumes and empowers customers to resolve issues independently.
Raiseaticket’s metrics are designed to empower support teams with actionable insights. By focusing on SLA compliance, agent productivity, and customer satisfaction, businesses can transform their support operations into a more efficient and customer-centric model.
Whether you're dealing with high ticket volumes, striving to meet SLAs, or aiming to improve your knowledge base, Raiseaticket provides the tools to streamline workflows and enhance overall service quality.
Take the first step towards a smarter, more efficient help desk by leveraging Raiseaticket’s powerful metrics.
Accurate Time Tracking: Ensure tickets are measured fairly within your defined support schedule.
Flexibility: Support diverse business needs, from limited support hours to 24x7 availability.
Customer Satisfaction: Meet response time commitments efficiently and transparently.
By associating SLA policies with operating hours in Raiseaticket, you can provide better support while maintaining realistic and measurable service commitments.
Explore how Raiseaticket can help your business deliver exceptional customer support with data-driven insights and advanced analytics.
Contact us today and discover the Raiseaticket advantage.
Product
Support
