KPI Name

Support Ticket Volume

KPI Description

Measures the total number of customer support requests received over a period.

Category

Customer Support

Alternative Names

Case Volume

KPI Type

Quantitative, Lagging

Target Audience

Customer Support Managers, Business Owners

Formula

Support Ticket Volume = Total Number of Customer Support Requests

Calculation Example

If a company receives 5,000 customer inquiries in a month, Support Ticket Volume = 5,000

Data Source

CRM software, helpdesk platforms

Tracking Frequency

Weekly, Monthly, Quarterly

Optimal Value

Should be managed efficiently; too many tickets suggest product or service issues.

Minimum Acceptable Value

A high volume of tickets may indicate widespread customer problems.

Benchmark

Industry benchmarks: Varies by industry; SaaS ~100-500 tickets per 10,000 users, E-commerce ~1-5% of total orders

Recommended Chart Type

Bar chart (to compare teams), Line chart (to track trends)

How It Appears in Reports

Displayed in customer service reports to assess workload.

Why Is This KPI Important?

Indicates the demand for customer support and potential service issues.

Typical Problems and Limitations

High ticket volume can strain customer service teams if not managed well.

Actions for Poor Results

Enhance self-service resources, improve product documentation, use AI chatbots.

Related KPIs

Escalation Rate, First Response Time, Average Resolution Time

Real-Life Examples

An online retailer reduced ticket volume by 30% by introducing an AI-powered FAQ chatbot.

Most Common Mistakes

Reducing ticket volume without improving customer support quality.