The Customer Support Dictionary — Volume 2

The first step to solving your customer support problems is understanding the terms that make-up this whole department and what they all mean. The more you understand what each metric means – the better you can triage!

Let’s break it down by volume and trend metrics:

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VOLUME AND TRENDS

Ticket Volume

Average issue count (daily/weekly/monthly.) 

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Ticket Volume by Topic

Average issue count by topic or category.

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Ticket Volume by Type

Average issue count by type 

Example: feature request, technical issue, sales question, etc … 

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Ticket Volume by Channel

Average issue count by support channel.

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Ticket Volume per Customer

Total number of tickets divided by a total number of customers.

This metric helps you understand if you’re getting more requests because of new issues and bugs in the product or just because you’re getting more customers.

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Backlog Volume

Tickets still reopened over a specific period (24hrs, 72hrs, one week, etc.) 

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Backlog Outflow and Inflow

The number of tickets received versus the number of tickets resolved and closed (daily/weekly/monthly.) 

This metric shows you whether the backlog’s shrinking or increasing. 

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Check out “The Customer Support Dictionary, Vol. 3” here to dive into definitions of Customer Satisfaction definitions :)