Help Desk Performance Metrics: Indicators That Matter

“Customer service shouldn’t just be a department, it should be the entire company.” -Tony Hsieh

Are you someone who diligently tries to improve your customer offering day by day? That’s great (and you are gonna win!). We are here to lead you through the Help Desk performance metrics which you should focus on to gain critical visibility in technical areas.

Implementing a Help Desk for MSPs and getting an awareness of what types of insights a help desk can provide is key to making sure that your business is successful, both in terms of customer satisfaction and revenue.

46% of companies that use a Managed Service Provider (MSP) Helpdesk claim that they have reduced their annual cost by 25% when it allows them to remotely manage the entire IT infrastructure, while business leaders focus on core decision-making. 

If you are striving to see how well your MSP is performing, collecting legitimate Helpdesk performance metrics is key. And doing this, we assure you, saves you from many gut-wrenching fiascos!

The 3 most important critical Helpdesk metrics are as follows:

  1. Ticket Volume
  2. Volume via Channel
  3. Average Response time

#1 Ticket Volume

Customer Service Ticket Volume
Image source –

Ticket volume is the number of support requests pooling into your helpdesk. Companies collect nearly 7.5 septillion gigabytes of data every day and this directly impacts the ticket volume of each company on the whole run. 

This is a major metric that an MSP should track as it renders you a critical insight into whether your customers are satisfied or not.

Apart from that, the number of tickets your team manages to handle helps you get your fingers on further recruitment initiatives.

#2 Volume via Channel

Customer service ticket volume
Image source – CX Preferences Survey 2019

Observing the various channels (like social media, email, phone, or chat) via which the support tickets get filed renders you an insight into knowing which channel is the most popular. 

This insight helps you identify the channels which need the allocation of more resources. Moreover, getting an understanding of volume via channel helps you train your employees to handle the high number of tickets effectively when most needed.

#3 Average Response Time

Average response time
Image source –

Average response time, unlike first-time fix percentage, should be kept low. 

Providing that you manage to respond quickly to your customer requests, you can demonstrate your attentiveness to prospective customers who will most likely get impressed and become your loyal customers. And this is directly proportional to the customer retention rate.

But, always remember to consider operating hours and ensure only business hours are included while calculating the average response time.

Bottom Line

Customer satisfaction has become more demanding these days. It’s high time that businesses started focusing on the efficient customer service they can provide.

Keeping track of your MSPs without measuring the above-mentioned Helpdesk Performance Metrics is extremely tedious.

As per studies, service Desk Handle Time or Outbound Voice Handle Time (minutes) was as high as 10.14 in the US Insourced Service Desk benchmark. It means that the demands for streamlining the way help desks work are growing faster than you imagine and hence the competition.

So, you will stand out from your competitors if you keep track of these Helpdesk Performance Metrics. 

If your Helpdesk doesn’t show enough data on these key metrics, you can try the Helplama helpdesk which comprises a dedicated dashboard where you can keep track of your customer service KPIs at once.


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