Net closed tickets
What is it?
Net closed tickets represent the difference between the total number of reported tickets and the total number of closed tickets during a specified time period. This metric measures how many new tickets have been reported and how many of them have been closed during the period.
How is it calculated?
Number of reported tickets - Number of completed tickets = Net closed tickets
* Includes only those work orders where the completed date or reported date falls within the specified time period.
Why is it important to follow?
Net closed tickets is a crucial indicator of customer service performance and efficiency. By tracking this metric, organizations can evaluate their ability to handle tickets in a timely and satisfactory manner. A positive net increase may indicate that the ticket process needs improvement to reduce the number of open cases, while a negative net increase may indicate that ticket efforts are effective and resulting in prompt case resolution. It's important for ensuring customer satisfaction and loyalty, as well as for identifying areas for improvement in the customer service process.
Created by Homepal
5/31/2024
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