How many tickets do you close per month? #helpdesk

[steppinthrax]

This is a loaded question.....

How many tickets you close depends on your "infrastructure" of the organization your working. A small org with maybe 100 computers will be different then let say 1000 computers.... Also depends on who get's the ticket first and what area you work. In help-desk you commonly have L1, L2 and L3 support levels.

Example, a few years ago the program manager where I worked wanted to create some sort of "competition" on how many tickets people close. He posted graphs ranking employees by ticket closure and later provided incentive. He then made a big deal when one employee closed the most tickets in a month. He later said if you didn't close this many tickets your going to be "written up". Corporate got involved and told him he couldn't do this. He later was let go for this and other reasons....

 

[ultimatebob]

This is a loaded question.....

How many tickets you close depends on your "infrastructure" of the organization your working. A small org with maybe 100 computers will be different then let say 1000 computers.... Also depends on who get's the ticket first and what area you work. In help-desk you commonly have L1, L2 and L3 support levels.

Example, a few years ago the program manager where I worked wanted to create some sort of "competition" on how many tickets people close. He posted graphs ranking employees by ticket closure and later provided incentive. He then made a big deal when one employee closed the most tickets in a month. He later said if you didn't close this many tickets your going to be "written up". Corporate got involved and told him he couldn't do this. He later was let go for this and other reasons....

...And that's how you get your techs to fight over the simple password reset tickets and leave the more important and time consuming tickets like server rebuilds and data restores to "rot". Six months later, you end up losing your contract because you didn't meet your SLA requirements.

 

[NoCreativity]

I knew a guy who won the Ticket Closer of the Year award for 3 years in a row.....he averaged over 100+ tickets a day.........signed sealed and closed!!

That asshole must have gotten a job at my office. He spends about two seconds fixing something, doesn't bother testing to make sure it's actually fixed (it never is) and closes the ticket. Then we have to open a new ticket to actually get the problem fixed.

 

[zinfamous]

zero

 

[inachu]

Back in the day I was the point man all people who would send in their corrupt documents that I had to repair by hand.

Sometimes the repair was just the header and footer and the main body of the document was fine or that one document could take 3 weeks.

 

[inachu]

This is a loaded question.....

How many tickets you close depends on your "infrastructure" of the organization your working. A small org with maybe 100 computers will be different then let say 1000 computers.... Also depends on who get's the ticket first and what area you work. In help-desk you commonly have L1, L2 and L3 support levels.

Example, a few years ago the program manager where I worked wanted to create some sort of "competition" on how many tickets people close. He posted graphs ranking employees by ticket closure and later provided incentive. He then made a big deal when one employee closed the most tickets in a month. He later said if you didn't close this many tickets your going to be "written up". Corporate got involved and told him he couldn't do this. He later was let go for this and other reasons....

Truly was an idiot manager!

 

[inachu]

I got revenge for an employee who was a god send to our huge network that we had over 10,000 employees using from around the world.

Well the network was going to hell in a hand basket. the guy was always running around rebooting switches and rewiring this and that. So we fired him.

New hire guy seemed to be just as bad but by 2 weeks later we saw daily improvements in speed and connectivity and lower help desk tickets.

Soon the network was so good he was able to just sit at his desk and he was reading book after book like they were crack cocaine refusing to even get up to say hi to the newly hired very pretty girl.

So finally no more network issues and he was mentioned by name in our next IT meeting and afterwards after lunch he went back to reading so he can keep his skills sharp like he should. Then around the corner came a manager. Not his manager but someone else from some other dept. He stopped and look at him and said.

I see you always reading and never working! You are fired!

I mentioned this to my boss who was over that jerk manager and my boss fired that manager on the spot.

My boss called the fired network guy to get his job back and he refused because they would not give him a raise as compensation for being wrongly fired.


Still feel sad for that guy. I wonder how he is today.

 

[Brovane]

We used to track tickets and as a SysAdmin I would have usually about 150-200 tickets a month. However a lot of it was easy stuff, restore files, file permissions, account changes etc. So earlier this year or Corporate IT team insisted that we switch to a new nationalized Service Desk model and a new ticket system called HEAT. The problem is that not every team in IT switched over to HEAT like developers,DBA's never made the switch. Also corporate has not nationalized employee changes so all these tickets are auto generated via SharePoint into the old ticketing system. Also change management still uses the old ticketing system.

So now we have two different ticketing systems I have to keep track of. So exciting.......

The new HEAT ticketing system. Well somebody at Corporate forgot (have no idea WTF happened) that reporting was important for a ticketing system so we have no reporting in HEAT. Also we don't see the HEAT tickets until Service Desk transfers them to or local queue. Of course the national service desk isn't properly staffed so now we see tickets taking 1-2 weeks to get into or queue and they are usually breached before they even hit or local queue. Of course no reporting so I have no idea if a breached tickets even matters anymore. Oh yes we also get tickets assigned to us that are supposed to another region so then we need to find out where they go. Wonderful world of corporate ticket systems. I keep joking with my boss that all of a sudden 2-weeks before reviews we will get reporting in HEAT and we will be told that we suck because the HEAT metrics will look so bad.

 

[steppinthrax]

...And that's how you get your techs to fight over the simple password reset tickets and leave the more important and time consuming tickets like server rebuilds and data restores to "rot". Six months later, you end up losing your contract because you didn't meet your SLA requirements.

To expand further on this techs who were at the "front desk" (first to answer the phone) got most of the tickets. This was obvious because they knew there was incentive so they took advantage of their "position" to try to resolve the issue before it got to the "floor techs". While techs who were "on the floor" got fewer. It even showed for techs who were specialized in some systems more than others and got much less than anybody. The manager tried to impose the idea that if you had fewer tickets you were in fact doing nothing!!!!

There was one woman who knew how to use the advance functions within remedy. She took a ticket for a customer and split it into 3 or 4 tickets and closed out each one when the work was complete.

So in actuality the number of tickets people got was based on your "position" at the service desk....

 

[steppinthrax]

Truly was an idiot manager!

He was eventually responsible for losing the contract with the fed agency. It resulted in a re-compete and the company lost.... The manager was luckily retained but eventually lost his job with the contractor. I viewed his Linkedin and noticed (now in his 50s) he's worked for 17 diff companies and the longest he's been employed someplace was 3 years.....??????

 

[maddogchen]

Maybe 80 jiras a month. But it ranged from small issues like user error to time consuming ones like writing a new report and scheduling it on the server. And that's not counting the ones where the user walks up to you with an issue and you are just too lazy or busy to create an incident and document it.

 

[Demo24]

A handful a week really. We just don't have that many tickets come through. However now I'm working on long term projects that don't have tickets so my 'completion rate' has fallen pretty significantly. Doesn't matter, I don't get performance reviews anyway.

 

[BurnItDwn]

When I was in the help desk, it varied a lot by what systems I was working on.

Sometimes on a good day, I would clear 75-80 incidents out of our queues. This would be if I was working on medium or low priority backlogged incidents which were quick to validate remotely (ssh into the server, update some data, validate that its updated to what it should be). Sometimes I would clear 2 incidents if there was a new store activation ticket or essentially reactivating the POS system and reading everything from the inventory system.

Now I typically am out of the incidents, but if the 2L team gets stuck, we do get involved from time to time, typically due to bad code offshore has gifted us.

 

[SheHateMe]

We use Service Now

I close about 100 a month. A lot of them are bullshit like "I just got a new computer and I don't like it".

 

[alkemyst]

closing tickets is not a great metric.

I am a consulting engineer and did 5 yesterday.

Had to figure out their ticketing system.