[DidYouKnow-32] Pending request count can be considered as an important KPI
The measure of time taken for tickets in Pending Status can be a perfect KPI in an IT Service Desk operations, let see how?
In a Helpdesk environment, tickets are handled in 2 different ways. We expect tickets raised by the users to get resolved in the first interaction, in reality, most of them require back and forth conversations, between support tech and the user for various reasons. These ticket needs more attention and will be handled with different tickets status (on-hold, waiting for approval, in progress, etc) based on ticket progress.
Ticket statuses apart from open and closed status are considered as "Pending tickets". By identifying the statistics on overall pending ticket count and with further more details, like a reason for the delay in resolution. We can easily figure out the efficiency of the IT Service Desk operations and we can work on places of improvement.
There are several functions is ServiceDesk Plus, which provide us the pending ticket status count.
- Request filter: Request tab - pending requests
- Reports: Through custom and query reports.
From the build: 11010, you can view particular requesters "pending ticket count" in a glance. You can instantly know the request pending count of a requester under Request tab -> Request page -> Actions -> requester details section in request details page and near the requester field in the request add page.
Add request form:
Request details page:
