Ticket Queue Metric
Analyze and prioritize your response to tickets currently in queue.
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![Help Desk KPI Example - Ticket Queue Metric](https://images.klipfolio.com/website/public/2a4db5cd-6bb2-458c-bd60-e2c1d33dc1a1/Tickets by Priority.png)
Overview
It's imperative for help desks agents to have real-time visibility of the Ticket Queue. Tickets in the queue should have an assigned priority, and account for the ability for agents or customers to escalate the importance of a ticket. This allows agents to align their priorities, and respond to urgent tickets in a timely manner. The ticket queue should also contain information such as the age of the ticket, the responding agent, the type of ticket, and it's current status.
Success indicators
- A high or increasing number of tickets resolved in a short period of time.
- A low or decreasing number of tickets ageing in the queue.
Related Metrics & KPIs
![](https://images.klipfolio.com/website/public/d71a55df-a7dc-4fe9-9eea-cc2904158b50/klips-gradient.png)