A ticket has its own lifecycle, and understanding each stage is crucial to providing top-notch customer support. One of the most critical help desk metrics is the Escalation Rate. This Key Performance Indicator (KPI) reflects the percentage of tickets that require the intervention of a higher-level support team. Understanding how this KPI works can help identify gaps in the support process, improve team efficiency, and increase customer satisfaction.

IT Asset Management (ITAM) software is one of the most significant investments you'll make to manage, control, and protect your IT estate. But to do it effectively, you need a tool instead of relying on spreadsheets. A good ITAM solution can help you reconcile licenses against services, secure your end-user environment, and reduce costs. In this guide, you'll find: So make sure to read it through before you start seeking your ideal platform!

Help desk leadership is always an ongoing topic. People can’t seem to feel they know enough about it, so they keep digging, looking for new ideas, perspectives, methods, or whatever can make them even better at their jobs. And don’t get us wrong; that’s exactly what you should be doing! And to help you with that, we discussed “Service and Leadership in 2023” in April’s Ticket Volume podcast live recording.

Suddenly you have a spike in Ticket Volume, but you didn’t see it coming? Don't panic! The first step to effectively manage any help desk is to measure this service desk metric. Organizations want to provide the best possible support to their customers. Several metrics can help them analyze trends, forecast future demand, and optimize support team resources to provide better service. Understanding metrics leads to data-driven decisions.

Ticket triage is a central process of all service desks: when something goes wrong, it must be solved. It is at the heart of every support team's work and is related to what ITIL describes as Incident Management. Well implemented, triage can save time and help deliver consistent IT services, which is a main goal of all high-performing organizations. Complete service desk solutions include different features, such as automation, to triage support tickets simply and quickly.

Just as having help desk software is essential, so is measuring team performance. And the way to do that is through service desk KPIs. But which help desk metrics should you focus on for your team when there are so many to consider? The answer isn't always clear or straightforward.