Help Desk Metrics and KPIs

Track your performance in real time to respond to tickets before they become crises.

Great customer support has the potential to elevate your product or service from "average" to "game-changing." That's because people are still the most important part of the business equation, and always will be. Help desk agents get this, and work hard to provide the highest quality of support possible. Use these Help desk KPIs and metrics to give your team the insights they need to elevate your product or service to the next level.

What KPIs should you be tracking?

Get the Guide to KPIs and explore over 60 examples of KPIs you should track.

Help Desk KPI  | Ticket Analysis

Ticket Analysis

The Ticket Analysis visualization provides a breakdown of the different types of tickets being submitted to your help desk.

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Help Desk KPI  | Ticket Queue

Ticket Queue

Analyze tickets in queue to prioritize urgent issues, and coordinate a response that will resolve customer issues in a timely manner.

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Help Desk KPI  | Agent Performance

Agent Performance

Measures the performance of help desk agents by tracking how they perform on key metrics, such as call handled, first-call resolution, and customer sentiment.

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