Date created: Jan 23, 2023 • Last updated: Feb 02, 2023
What is Tickets Solved?
Tickets Solved is the count of previously open and worked tickets that have been marked as solved by a customer support agent. Tickets solved is a popular performance metric among customer service teams, with many setting a daily tickets solved target for agents. Subsequently, they monitor their team's success by gauging the percentage of tickets completed in relation to this preset goal. It is important to be aware that solved tickets can still be reopened if more customer assistance is needed. Tickets that remain "solved" for a predetermined amount of time will generally be converted to closed. Tickets that are closed can not be reopened. Bear in mind that the rate of tickets closed may fluctuate and should be based on a support agent or team's experience, escalation level, product/service being supported, and query difficulty.
Tickets Solved Formula
How to calculate Tickets Solved
A call centre for a bank handles a large volume of enquiries. The team employs 65 highly trained customer support agents and has a high first-call resolution rate. As such, they are efficiently closing an average of 23 tickets per rep per day. As a team, this means they are marking 1,495 tickets as closed every day.
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More about Tickets Solved
To increase the number of tickets solved by agents, start by setting a daily tickets solved target for the team. This will provide them with a clear goal to work towards and give an indication of how well the team is performing as a whole.
Train your support agents on customer service basics and best practices, as well as specific product knowledge or solutions that can help speed up ticket resolution times. Give them resources such as product manuals and frequently asked questions (FAQs) so they have access to all available information when needed.
In addition, invest in customer service software that supports automation so you can prioritize ticket resolution according to importance or urgency level - this will ensure more tickets are quickly resolved before they become backlogged. Finally, monitor feedback from customers to identify areas where improvements can be made in order to reduce repetitive queries and make sure existing issues are fixed before customers have time to contact support again.