Customer Issues

What are Customer Issues?

Customer Issues, or tickets or incidents, refers to the documentation of user or system initiated requests. These might include help requests, bug or error reports, events or alarms, feature requests, complaints or any type of other feedback. Generally we think of user generated issues first, but increasingly with the use of software and connected devices, these incident reports are being generated automatically.
Alternate names: Tickets, Incidents

How to calculate Customer Issues

ƒ Count(Open Issues) + Count(Closed Issues)

Level of complexity


Date created: Jan 15, 2019

Latest update: Apr 14, 2019

Tell me more about this metric

A Customer Issue, in addition to documenting the request, will generally capture a lot of additional detail, such as steps to reproduce, system or device informaiton, urgency, customer type, location etc...

As Customer Issues come in, they are in an open state, and depending on the organization, flow through a number of state changes, such as active, pending, stale, before an Issue is finally closed.

Issue Tracking Systems (ITS) are most commonly used in a support, help desk, or customer success function, but are also used extensively with software development and manufacturing organizations. An ITS can help automate much of the documentation and status history.

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