What should a support center team lead monitor to evaluate ticket quality?

Monitoring reopened incidents is a key metric for evaluating ticket quality because it indicates the effectiveness of the initial resolution provided to customers. If a significant number of incidents are reopened, it suggests that the issues were not fully resolved during the first interaction, signaling a need for improvement in troubleshooting processes or documentation. This can also highlight potential gaps in team knowledge or training that need to be addressed, ensuring that team members are equipped to resolve issues thoroughly the first time.

In contrast, total incidents logged is more about tracking workload rather than quality. Average duration of incidents can provide insights into efficiency but does not directly assess whether the problems were resolved satisfactorily. Response time might indicate how quickly the team is engaging with issues, yet it doesn’t measure if the solutions provided meet customer needs or if the problem has been effectively fixed. Monitoring reopened incidents allows a team lead to focus specifically on the quality of the resolutions and customer satisfaction outcomes.