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.
