Service queue: KPIs and best practices for internal IT support teams

A remote employee seeks IT support for issues with their laptop. Despite multiple attempts to troubleshoot the problem, their lack of expertise leads to a frustrating struggle—and they still can't access an application they need for work. They need an IT technician to guide them, but they're stuck waiting for someone to notice and respond to their request. Meanwhile, the company is losing productivity.

Teams providing internal customer support, whether at an IT help desk, in administrative roles, or as part of any other internal support service, must strive to deliver fast, effective support behind the scenes. This enables the front-line functions such as marketing, sales, development, customer care, and product management to concentrate on their value-adding work, rather than chasing IT support for help. The performance indicators and best practices can help you analyze and improve the quality of service delivered to your employees.

Service queue prioritization

When one of your employees encounters an issue and needs assistance, they can reach out to the internal support team through the designated communication channel (e.g., email or a dedicated support portal). Once their request is logged, they are placed in the service queue, and a technician will contact them for assistance.

For technicians, accessing the service queue typically involves logging into their remote desktop software account with their credentials. After logging in, they can navigate to the service queue section of the interface. From there, they can view inbound support requests from internal employees, prioritize them based on urgency, and launch remote support sessions to address the issues. This process helps ensure that employees receive real-time assistance, reducing frustration and improving overall internal customer satisfaction.

Ticket volume

Both your IT service management (ITSM) team and your customer service team should keep an eye on the number of inbound service requests (often known as support tickets). Your help desk software or customer support software should generate a report that shows how many tickets your ITSM or support team is currently managing. Keeping track of this number can assist you with making informed staffing decisions based on how many tickets your team receives in a day, week, or month.

Response time

First response time is the time between a support request and a service desk agent's first logged action. Longer delays reduce user productivity and satisfaction. After filing a service request, users want an acknowledgement that someone is looking into it and help is on the way.

Requester wait time is the total amount of time a support request remains unresolved. While it is preferable to resolve issues quickly, sometimes longer waits are unavoidable. During periods of high demand, timely communications can help manage users' expectations. People are more likely to understand and be patient if you're upfront about extended wait times.

Resolution time

Resolution time is a key performance indicator (KPI) for help and service desks. This metric tells you how long an employee or customer must wait for their issue to be fixed, which has a large impact on their experience. Having an efficient, well-organized service queue helps ensure that requests are addressed in a timely manner.

First-contact resolution

First-contact resolution refers to tickets that are resolved on the first contact between the user and support team. Increasing your first-contact resolutions can dramatically improve your users' experience and the efficiency of your support operations. This makes it a useful metric for evaluating and optimizing how your service team (and your remote support software) are working.

Benefits of Zoho Assist Service Queue

By taking the stress out of waiting for a response from a support specialist, Service Queue benefits your internal users immensely. Employees can submit requests for remote sessions straight to the Service Queue of a support agent. Staff can then address the issue or send requests to technicians with the necessary skills. Benefits include:

  • Instant connection for troubleshooting: Technicians can see and access customer requests in real time, respond quickly, and figure out what's wrong.

  • Less time spent waiting: Using the live form, customers can start a remote session. A support technician will connect to the session to give focused help with minimal delay.

  • Excellent customer service: Users get efficient, high-quality technical support for all their IT needs.

  • Easy custom announcements: Use the Service Queue to send your customers a custom public announcement of up to 2,000 characters. You can also choose to schedule announcements for a specific time.

These are some of the most important capabilities and metrics for evaluating the effectiveness of your IT service desk. Implementing Zoho Assist with Service Queue is an ideal solution for delivering high service levels, keeping internal users satisfied, and supporting a productive workforce.


Leave a Reply

Your email address will not be published.

The comment language code.
By submitting this form, you agree to the processing of personal data according to our Privacy Policy.

Related Posts