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Tickets Closed per Technician per Day

The average number of tickets each technician closes in a working day, reported by support tier.

Service Delivery

Formula

Tickets closed ÷ Technician days worked

Why Track It

It shows whether each tier is carrying its share and flags a technician who needs coaching or is overloaded. It also sets realistic capacity when planning headcount.

How It Is Measured

Count tickets closed by each technician in the period, divided by the days that technician worked. Report by tier, since Tier 1 closes quick tickets and Tier 3 closes few complex ones. Exclude auto-closed alerts and merged duplicates. Source: PSA closed ticket report joined to the schedule or HRIS for days worked.

Constraints

Ticket difficulty differs by client and by tier, so compare technicians only within a tier. It rewards speed and says nothing about reopen rate or CSAT.

Measurement Note

Evolved Management calls this the kill rate and gives daily targets of 10 to 20 tickets for Tier 1, 5 to 10 for Tier 2 and about 5 for Tier 3. Chasing the number rewards cherry-picking easy tickets.

Referenced In

Glossary and Answers

More in Service Delivery

Whether the MSP keeps its service promises and delivers projects and support at a sustainable labor cost. These numbers show where contracted commitments and technician capacity are drifting apart.

All KPIs
Sources1
  1. Evolved Management: MSP Service Metrics You Needevolvedmgmt.com

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