2. 1. Do you know how many .ckets went unresolved
last week?
2. Do you know who among your help desk staff has the
fastest response .me and quickest resolu.on .me?
3. Do you know how many staff you need in another
3 to 6 months?
Do you know?
5. 1. Reply Pending .ckets
2. Address Tickets due
3. Handle Priority .ckets
Dashboard to solve
Customer issues
Support staff
6. 1. Reply Pending .ckets
Find unassigned .ckets and start
responding
Look at the dashboard to get an
overview of .ckets & updates
Support staff
Dashboard to solve
Customer issues
7. 2. Address .ckets due
Find .cket due that day and get
your team work on it
Support staff
Dashboard to solve
Customer issues
8. 3. Priori.ze .ckets
Quickly understand how you need
to split your .me between .ckets
based on urgency and priority
Support staff
Dashboard to solve
Customer issues
10. 1. Assess team performance
2. Track .cket lifecycle
3. Iden.fy boRlenecks
Metrics to track
Performance
Support Manager
11. 1. Assess team performance
Measure how your team performs
based on their
• First response .me
• Number of issues resolved
Metrics to track
Performance
Support Manager
12. 2. Track .cket lifecycle
Track the steps your cri.cal .ckets
pass through and spot trends
Metrics to track
Performance
Support Manager
13. 3. Iden.fy boRlenecks
Spot .ckets and people taking .me
to resolve and delegate
Metrics to track
Performance
Support Manager
15. 1. Insights about key customers
2. Predict trends
3. Scheduled monitoring
Metrics to help
you Scale
Execu.ve
16. 1. Insights about key customers
Monitor if your key customers are
treated well
Metrics to help
you Scale
Execu.ve
17. 2. Predict trends & plan for future
See if you need more staff to support
your growth
Redirect team members based on
where the demand is
Metrics to help
you Scale
Execu.ve
18. 3. Scheduled monitoring
Enable scheduled reports with
your essen.al metrics to receive
them in your mailbox
Metrics to help
you Scale
Execu.ve
