When working in a Service Management support team, you as a member or a team lead will need to know about the most important key metrics. This entails monitoring activities like comments as well as comparing created vs. resolved tickets.

Comments

Monitoring comment content as well as their quantity can lead to problem discovery and might help with avoiding the same problems in the future. It’s also a hint for potential delays and effects on Service Level Agreements (SLAs), which could be relevant for your customers.

Created vs. resolved tickets

Comparing your numbers of created vs. resolved tickets is displaying your support team’s workload, their progress and could be a hint for resource needs.

Our time tracking and reporting all Report Builder is extending default functions of ticket systems like Jira Service Management or Zendesk. One example is our report “Key metrics for activity”. It’s displaying metrics and changes for important KPIs in support teams.

The report gives you at-a-glance metrics for:

• created and solved tickets
• number of comments
• active authors
• and much more

For each report you can see the percentage of change compared to the previous 7 or 30 days.

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