Supportsoft Glossary

Analyzing Support Request Trends and Workload

Ticket volume is the count of help desk requests that have been accepted in a defined period of time. In information technology and information technology-enabled services operations, the ticket volume analysis aids companies in assessing demand and its corresponding distribution across various departments.

Ticket volume monitoring gives rise to insights such as the discovery of a pattern of producing a lot of tickets during a particular season, handling issues that keep coming back, or the new releases affecting the volume of tickets. This knowledge will help in the making of plans and decisions on resource allocation beforehand.

A lot of tickets could very well mean that there are serious problems, such as the frequent crashing of the system or difficulties faced by users while navigating through the system. On the other hand, dropping volumes might point to better processes or successful self-service.

The ticket volume analysis is also a determinant for staffing and service level planning. It makes sure that the teams are sufficiently equipped in terms of human resources to cope with the demand.

The tracking and analysing of the ticket volume give organizations the ability to see not just the support performance but also the areas where continuous improvement can be done.