How many tickets do you close per month? #helpdesk

[inachu]

I do not work at a helpdesk but over 15 years ago I did.

Back then I was closing on average of 440 tickets a month.

How about you guys?

 

[Insomniator]

440 a month? what?!

Back when I worked help desk a few years ago for a company of about 300 I closed maybe... 30 a month. 1 -2 a day. Our IT team was about 10 people, we all did a little of everything.

 

[WaTaGuMp]

A slice of pie sounds really good right now, I think its about time for pies to go on sale.

 

[zokudu]

I don't even think I get 440 a month. Maybe 1-2 per day in an IT department of 2.

 

[ultimatebob]

Hmm... Back when I worked at IBM as a Sys Admin, I averaged 6 support tickets a day. The average support ticket was of the "install X software with Patch X.1 on server Y and Z" variety, and took about an hour to complete.

Then I worked at an HP external account for awhile. Again, I averaged about 6 tickets a day, but this was a 12 hour shift and not an 8 hour shift. Also, most of the tickets here were of the "create a user account for X" or "Reset the print queue for printer Y" variety that only took 15 minutes to complete. I spent a lot of time watching TV and surfing the web there

 

[trmiv]

Never worked HD, but I was desktop support and I probably did 150 a month.

Thankfully I'm a sys admin now and I no longer give a shit about ticket numbers.

 

[jlee]

Wow, you guys aren't busy. Some of our techs are running queues of 60-80+, closing 15-35 a day.

Fortunately, queues aren't my problem anymore either.

 

[XavierMace]

Yeah most our people are doing over 300 a month. Fortunately like JLee I'm no longer in a position where I care either.

 

[Anubis]

0

not a help desk monkey

 

[Newell Steamer]

~10,000 @ 85% satisfaction, across a global help desk team of 20 people.

I don't close said tickets, but, these stats is part of what I deliver to my corporate master.

 

[Captante]

Back when I worked help-desk I did 15-20 a day on average. (and hated every minute of it!)

There were days when a really complex issue would come up and it would be one or two then others with 97 password resets.

 

[inachu]

Had a customer who always broke her software or OS on purpose just so I could come over and chat with her as I fix her pc.

She learned how to unhide files and she did not like c:\windows folder at all.
I DID NOT PUT THAT THERE! How did that get there!?!? So she went ahead and started deleting system files and so forth and some things from the root of C:\

#lol

 

[Scarpozzi]

I used to work a job like that. On my busiest day, I closed 128 tickets....so you can probably guess I was averaging 60-80 tickets a day normally....unless it was a weekend where we hit slow days of 30.

That was support for a national retailer, POS systems and other divisions. All database replication went through my office and I actually initiated calls when there were problems (those weren't logged in my numbers), but often, it meant people would be asked to call back.

 

[Smoblikat]

About 6 - 10 a day. Im on-site support for Dell, and work with one other tech.

 

[nageov3t]

probably a couple dozen every day... some of my coworkers are really, really bad with feeling afraid to mark tickets as resolved (instead, they'd rather leave them sitting there as pending client confirmation forever when 99% of clients never bother updating the ticket if their problem has been fixed)

when I get in in the morning, I end up resolving like a dozen tickets from the night crew (resolved = client gets sent an automated email stating their their problem has been fixed and to let us know if there's anything else we can assist with... ticket clears from my dashboard view but will re-open automatically if the client responds within 10 days. after 10 days, ticket goes into read-only mode and can no longer be updated.)

most of the tickets I deal with are quick jobs, like file restores or answering easy questions about standard practices... then there are probably 1-2/day that end up taking up 75% of my time.

 

[sourceninja]

I used to work dial up internet support. 200 calls a night was not unheard of. All issues typically resolved with winsock fix on windows 98 or re-installing the NT servicepack.

 

[AznAnarchy99]

I don't even keep track anymore. Our ticket system is horrible and I am trying to migrate us to a different solution. Any recommendations?

 

[jlee]

I don't even keep track anymore. Our ticket system is horrible and I am trying to migrate us to a different solution. Any recommendations?

Ours was programmed in-house.

 

[nageov3t]

Ours was programmed in-house.

we switched from our own in-house system to Service Now a couple years ago, and while all the tech people absolutely loath it, our PM's and Sales teams love it. so ymmv

 

[smackababy]

Any time I have to take a trouble ticket, I generally don't 'resolve' it. I close it; just it ain't fixed. I am level 3 support, as a developer, so I just make a JIRA about the issue and some one eventually fixes it (or doesn't, whatever, not my problem, I don't decide what makes it into releases).

 

[trmiv]

Yea we use ServiceNow as well.

 

[PliotronX]

Microsoft CRM is a buggy POS but I still average 10 a day and some even require going on site.

 

[poundruss]

when i worked HD i'd close about 150-300 or so a month.

sys admin work now i'm closing 400+

I don't even keep track anymore. Our ticket system is horrible and I am trying to migrate us to a different solution. Any recommendations?

we use CA ServiceDesk

 

[JEDIYoda]

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!!

 

[ultimatebob]

Yea we use ServiceNow as well.

Yeah... my old HP account used Peregrine ServiceNow as well.