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How do you track metrics in a helpdesk?

by | Oct 7, 2020

Knowing which metrics to track within your helpdesk system can feel daunting, thanks to all the available data from modern AI-powered solutions. But, there are a handful of data points that lend powerful insight into the strengths and weaknesses of a helpdesk. Chief among them are:

  • Net promoter score (NPS)
  • Customer satisfaction score (CSAT)
  • Number of open tickets
  • Cost per ticket
  • Average resolution time