Speed up resolution times by tracking time spent in each status
It's important that help desks closely track what transpires with a request from the time it's created until it's marked closed. Left unchecked, requests could end up stagnating, thereby increasing the request resolution time. One way to track this is to look at the average time requests spend in each status. This will help you identify the status in which your tickets are being held, subsequently enabling you to identify whether it's a process-level issue.
For example, requests parked in on-hold status for a longer period indicates,
1. A lack of sufficient knowledge of the technician to resolve the request
2. Insufficient information required to proceed with the request
Alternately, requests in open status for longer indicates,
1. Existing workload constraints
2. Improper request assignment rules
Such insights can aid help desk managers screen different scenarios objectively and narrow down the root cause of the issue.
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