Technical & Customer Support
Connect Support systems to TargetBoard for customizable metrics across tickets, KPIs, satisfaction, and engineering escalations. Custom metrics available per requirements.
Data for your Support goals
Connect your Support systems to TargetBoard to enable the metrics shown below for your organization.
Note that the metrics list provided below is demonstrative only, and that custom metrics, calculations and data points are created based on individual customer requirements. Reach out directly to your Customer Success Manager with any questions or requests you have.
Tickets & Core KPIs
# Total Support Tickets | Count of all support tickets in your system of any status. |
# Total Open Support Tickets | Number of support tickets in any open status at the end of the reporting period. |
# Customers with Open Tickets | Count of unique customers with at least one unresolved support ticket during the specified date range. |
# Open Tickets per Rep | Average number of open tickets assigned to each support agent. |
# Reps with Assigned Tickets | Count of unique support reps with at least one assigned ticket in any open status. |
# New Support Tickets | Number of support tickets created during the reporting period. |
# Closed Support Tickets | Number of support tickets closed during the reporting period. |
Time to First Reply | Average time from creation of support tickets until the first human response. |
Time to First Reply (Business Hours) | Average time to response for support tickets during the specified date range. Only factors in time during your defined support operating hours. |
Time to Close Support Tickets | Average time from creation of a support ticket until closure based on tickets closed during the reporting period. |
Time to Close Support Tickets (Business Hours) | Average time from creation of a support ticket until closure, only factoring in your official support operating hours. |
Closed Tickets Time In Status | Average time spent in each status for support tickets closed during the reporting period. Helps identify bottlenecks and delays. |
Tickets Time in Status | Average time support tickets spend in each status (includes tickets still open at the end of the reporting period). |
# Conversations to Close | Average number of interactions after a support ticket is created until it is formally closed based on correspondence through your ticketing system. |
Customer Satisfaction
% Survey Satisfaction Rated | Percentage of closed support tickets which have received a survey response. |
# Survey Satisfaction Tickets | Count of support tickets with survey responses. |
Survey Satisfaction Score | Average survey score based on surveys received during the reporting period. |
% Positive Response | Percentage of survey responses collected during the reporting period which reflected a positive experience. |
Escalations to Engineering
NOTE: To enable these metrics, speak with your Customer Success Manager about how Support-related tasks are identified in your Engineering systems (eg: specific issue type, label or custom field). Support 'Tasks' will include all issue types including bugs unless your organization requires a different configuration.
Support Investment | Percentage of total closed story points in engineering systems which were associated with support requests and tickets. |
# New Support Tasks | Count of new engineering tasks created by Support channels during the reporting period. |
# Total Open Support Tasks | Number of support tasks in any open status at the end of the reporting period. |
# Closed Support Tasks | Number of support tasks closed during the reporting period. |
Time to Close Support Tasks | Average time from creation of support originated tasks until they are closed. |
% Support Tasks Overdue | Percentage of support-originated tasks which were not completed by the attached due dates. |
How did we do?
Engineering Investment
