Agents per Ticket/Company

3 Comments

  • Ken Shampo
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    Seems like it would make more sense to to have the agent to ticket ratio to be for the year.  So for us it is 13000 tickets per year (1 to 1000) ratio.

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  • Brian Manning
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    @Ken - There really isn't a standard answer here. It's going to depend on the industry and the specific workflow. I've seen accounts where an agent can plow through 50+ tickets a day by making a simple account change. I've also seen accounts where tickets linger for months with touches from multiple agents while being shuttled from group to group.

    I'm not sure that agents:users is the best approach. It will really hinge on the number of tickets each user generates. I'd take a look at users:tickets and agents:tickets. The best indicator of the correct ratio is how your own agents are performing. Your backlog is a great place to get a read on whether your agents are keeping up with inbound tickets.

    If you want to share some more details about your industry and workflow there may be other users with a similar setup who can give some advice.

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  • Ken Shampo
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    I think it is best to explain this has nothing to do with performance.  All of our benchmarks are well above the numbers provided by Zendesk.  We just have a new CEO and this is one of the things he wants to know. As you mentioned above this is not something that can just be found, so i was hoping to get feedback from other Zendesk Users.

    We are a software company, and B2B.  As i mentioned above we have 13 agents and handle 13000 tickets a year.  Our tickets take a very wide range of issues and can take anywhere from 15 mins to 6+ hours to resolve, though the majority of tickets take about 60-90 mins for the agent to resolve.  If there is anything else you think would be helpful for other users to know please let me know.

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