I have previously written about key metrics for support departments – and I stand by everything I said then. I have, however, come to the conclusion that another metric should be placed under consideration. A quick recap, however, of the metrics I proposed then, as well as what they are intended to measure:
Last week, I wrote about the added value that derives from writing longer answers when it comes to giving support. This week’s post is a corollary to that; writing more detailed tickets when sending them on through the tiers is also better support.