What Metrics Should We Track for IT Ticket Resolution?

You have to be careful with metrics. Goodhart's Law suggests that once a measure becomes a target, it’s no longer a good measure. I advise focusing on how quickly tickets are first acknowledged and how often they get meaningful responses. Quality over quantity should always be the goal.

I think tracking how many times a ticket gets reopened is crucial. Permanent fixes should always be prioritized over quick, temporary solutions just to boost metrics. It’s more important that issues are resolved thoroughly than to simply close them quickly.

I believe the best metrics to focus on are first response times and providing continuous updates until resolution. Tracking resolution SLAs just leads to rushing through tickets without genuine fixes, which I find counterproductive. Instead, set SLAs for communication like acknowledging a low-priority ticket within an hour and updating every couple of days. This way, users feel informed and know their issue is still being handled.

For me, it's all about measuring the time to the first response. Ensuring that the initial point of communication is prompt can reflect how efficiently the IT team is operating. Keeping track of CSAT scores also helps gauge if users are satisfied, regardless of the resolution speed.

I feel that the most vital metric is overall customer satisfaction. Even if a ticket takes a while to resolve, if users genuinely feel their experience was a five-star one, then that's what truly counts. So, listening to and valuing user feedback is critical.