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Having access to good IT help desk support is a great way to improve the productivity and efficiency of your business. We’ve previously key help desk features, as well as tips for finding the best IT partner to work with.

In this article, we’re going to discuss important help desk statistics you should be aware of. Here are 3 important metrics you should know about when working with an IT support firm.

Response Time

Everyone hates waiting for an answer, and you are no different. There’s almost no way to make your day better than to respond quickly after sending us an email with a problem. There’s a number of ways to track your response time:

  • response time averages how long it takes us to respond to requests
  • time to first response shows how long our customers have to wait for the first reply on average.

At MCA we review all of these metrics and us the information we receive to optimize our response to our partners. These should be important to any IT firm you work with since they will be a big indicator of your overall experience work with the IT partner you chose. 


Total Tickets is the count of all new support requests that come in a given timeframe. Each support ticket, including its replies, count as one total conversation. Total Conversations helps give the IT firm a sense for the whole support incident. Tracking this over time can help understand when to make changes to staff or improve infrastructure, and to give a High-level view of trends. Larger increases over time might mean a combination of several things. Some of them are good, like user base growth; others aren’t so good, like an increase in problems or bugs in the IT environment. Managing this information is important as this can affect the type of support you get and affect the efficiency you need to stay focused on your business.

Support Ticket Trends

Ticket trends are one of the most practical metrics since they tell you what the most common tickets are about. Adding tags to their tickets, they can mark your solutions and or services, request, bugs, and understand were in the process you might be. This way, they can see how many tickets about each item they have received over time for each topic. It’s the perfect way to figure out what to fix first or to decide which feature to work on next. This can give your business the competitive edge as your IT provider can address concerns or issues in a proactive way and keep you operating with the right support.