What are key IT support metrics?

Key metrics include First Response Time, MTTR, FCR, ticket volume, backlog size, CSAT, NPS, and SLA compliance.

Why should IT teams track support metrics?

Metrics reveal bottlenecks, training needs, and help justify investments in tools and staffing.

IT Support Metrics Every Team Should Track

IT support metrics provide visibility into team performance, customer satisfaction, and process efficiency. Tracking the right KPIs helps leaders make data-driven decisions and justify investments.

Core IT Support Metrics

First Response Time (FRT): Time until the first agent reply
Mean Time to Resolution (MTTR): Average time to resolve tickets
First Contact Resolution (FCR): Percentage of tickets solved in the first interaction
Ticket Volume: Number of incoming tickets over time
Backlog Size: Total unresolved tickets
CSAT (Customer Satisfaction Score): User rating after resolution
NPS (Net Promoter Score): Likelihood that users recommend the service

Operational Metrics

Agent Utilization: How much of an agent’s time is spent on tickets
Reopen Rate: Percentage of tickets reopened after closure
SLA Compliance: Percentage of tickets resolved within agreed targets

Why These Metrics Matter

These metrics highlight bottlenecks, reveal training needs, and support budget discussions with leadership.

Industry Insight

Freshdesk notes that teams tracking a focused set of KPIs see better long-term improvements than those tracking too many metrics.

Learn KPI Basics

Explore performance metrics on Wikipedia.

How TicketingNext Tracks IT Support Metrics

TicketingNext offers dashboards, reports, and exports for all key KPIs. See TicketingNext features or explore use cases.

Need better metrics? Contact our team.