Performance metrics
| Metric | This month | Last month | Target | Amber | Red | Commentary |
|---|---|---|---|---|---|---|
| Tickets received | 412 | 388 | - | - | - | Up 6%: new starter intake |
| Tickets resolved | 419 | 381 | ≥ received | - | - | Backlog reduced by 7 |
Service Desk KPI Pack
Service desk reporting usually optimises for speed, which is measurable, rather than for demand reduction, which is valuable. The most useful number on this sheet is which ticket categories keep recurring.
What you get
- Performance metrics with targets and thresholds
- A demand analysis view showing what is generating tickets
- Agent quality metrics that do not incentivise bad behaviour
- A monthly commentary structure for the service review
How to use this template
- 1
Report demand alongside throughput. Resolving 400 tickets efficiently is less valuable than eliminating the 60 that recur every month. Track top categories and repeat callers to find what to fix at source.
- 2
Avoid metrics that reward the wrong behaviour. Tickets closed per agent encourages premature closure and ticket splitting. Pair any volume metric with reopen rate and CSAT so the trade-off is visible.
- 3
Explain movements in the commentary. A 20% rise in tickets caused by a migration is good news badly presented. Without commentary, every movement looks like a performance issue.
What's inside
Here's a preview. Unlock the free download to get all 4 sections (3 more below).
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Frequently asked questions
What are the most useful service desk KPIs?
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First contact resolution, median time to first response and to resolve, SLA attainment, reopen rate, CSAT, and ageing backlog, alongside demand analysis showing which categories generate the most tickets, which is where the real improvement sits.
Why is demand analysis more valuable than throughput metrics?
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Because resolving recurring tickets efficiently is less valuable than eliminating them. A category generating seventy tickets a month that could be removed with self-service is worth more than a few percentage points of speed.
Which service desk metrics cause bad behaviour?
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Tickets closed per agent, which encourages premature closure and splitting one issue into several. Always pair volume metrics with reopen rate and customer satisfaction so the trade-off is visible rather than hidden.