Do you know what percentage of your requests get escalated?

For a help desk manager, it is important to track your ticket escalations because it can give you a glimpse of your helpdesk efficiency. By knowing the percentage of requests that get escalated, you can estimate how efficient your ticket workflow system really is. And needless to say, lower the ticket escalations, higher the efficiency.

Here is a sample report comparing the percentage of the ticket escalations to the total tickets raised, according to their category.

Looking at this report, you can determine the categories of requests that have a high escalation percentage. You can also use this report to drill down into details such as technician, site, department, or request created time to investigate further and determine a possible root-cause.

This animation shows you how you can further analyze sections of your report.