HDI

2018 PSR Ticket Management & Metrics Edition

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2 2018 TECHNICAL SUPPORT PRACTICES & SALARY REPORT CLICK/TAP FOR SECTIONS Ticket Management Metrics Demographics About the Report Technical support organizations manage tickets received through a variety of channels, which require various levels of support. This section shares the current practices and experiences involved in managing end-user tickets. Ticket Management Average number of tickets resolved per month Factors contributing to increased ticket volume Factors contributing to decreased ticket volume Percentage of tickets resolved by level Average time spent on ticket management and other activities, by level Channels used to contact support Percentage of tickets received by channel Percentage of desktop support tickets received by channel Criteria for classifying tickets as desktop support Ticket resolution strategies After-hours ticket handling Click/Tap Each Entry for Charts

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