Help Desk KPI  | Ticket Queue

Ticket Queue

Analyze and prioritize your response to tickets currently in queue.

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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.


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