Gamifying these Autotask metrics can help MSPs improve help desk operations and the customer experience
Key Takeaways:
- Gamification only works when you set goals around the right metrics
- Gamifying Autotask help desk metrics makes it easy to measure performance and set goals and rewards to focus your employees on the right priorities
- 3 types of help desk metrics are the most valuable to gamify: ticket completeness, ticket SLA, and ticket escalation
Gamification is the most effective, and one of the most fun, ways to form new habits throughout your company, particularly at the help desk. But it can be difficult to implement if you don’t target the right metrics and goals to gamify.
Fortunately, Autotask help desk metrics are ripe for gamification, which makes it easy to measure performance and set goals and rewards to focus help desk employees on the right priorities.
Gamification only works when you set goals around the right metrics. There are several help desk metrics that could be of interest to your organization and your customers, but the ones you absolutely must measure can be divided into three main categories, all of which can easily be tracked in Autotask and gamified with Crewhu integration:
1. Ticket completeness
Ticket processes are central to the help desk because through them your company can impose order on the customer support processes in place. Without tickets, it would be virtually impossible to keep a handle on all customer demands, let alone measure how effectively they are being handled by the people at the help desk.
By measuring the data coming from ticket completeness, you can get a clear idea of how well your help desk represents your MSP in front of customers or clients. There’s simply no easier way to know if your company is leaving the right impression at the point of contact or not.
Well-documented tickets would either be categorized under:
- Issue type
- Sub-Issue type
Your help desk needs to understand this and implement it in order to better serve the customer. Thus, by measuring ticket completeness, you can measure this understanding. By gamifying these metrics, you can motivate your help desk employees to focus on implementing it properly.
Metrics under this category that you need to measure and gamify include:
- Percentage of categorized tickets: This refers to the percentage of tickets that have been categorized under “Issue Type” and “Sub-Issue Type”
- Number of tickets complete with “Issue Type” categorized: This refers to the number of tickets your help desk categorized as “Issue Type”
- Number of tickets complete with “Sub-Issue Type” categorized: This refers to the number of tickets your help desk categorized under “Sub-Issue Type”
- Number of no contract tickets complete: This refers to the number of tickets completed by your help desk that are not attached to a contract, meaning it would be difficult to charge a customer for them.
2. Ticket SLA
Service Level Agreements are a big part of what sets your MSP apart from others that exist out there. More than just a promise you make to clients when they sign on the dotted line, SLAs let you attach a guarantee of customer satisfaction to your services in order to put your clients at ease.
Well-thought-out SLAs highlight your commitment to going over and beyond when serving your customers. They give concrete proof of how highly you regard quality service and meaningful relationships when dealing with customers.
The best way to think of SLAs is as a manifesto outlining your vision for how an MSP should be run. It talks about how you operate and what your clients can expect when they sign up to do business with you.
Service Level Agreements are powerful stuff — especially when your employees understand the vision and the commitment involved. Without full knowledge and commitment from your staff, SLAs fall apart and become an indictment against the business.
This is why you need to be very specific with the details when crafting your SLAs. For the benefit of your staff, contracts should be clear about details like payment terms, execution of service, limits of service, etc.
This reduces the number of occasions where your employees, at the help desk, for example, fail to show sufficient understanding and present a disorganized front to customers.
Thus, the measurement of SLA metrics is akin to the measurement of performance itself. Metrics at the help desk that are under this category you should gamify include:
- Number of complete tickets: This refers to the number of tickets your help desk employees have set to “Complete” status
- Average resolution time: This refers to the average amount of time that your help desk employees take to handle a ticket submitted by a client for the first time, taking it through first response, time in “resolution plan” status, and time in “resolution” status. Resolution time does not include periods like non-work hours and time when the ticket is set to the status “Waiting for customer response.”
- Average response time: This refers to the average time it takes the employees at the help desk to give an initial response to a ticket after it has been submitted by a client for the first time.
3. Ticket escalation
It is important to take a critical look at data dealing with ticket escalation because there is a direct correlation between the number of ticket escalations and the level of your staff’s knowledge, undocumented processes, incorrect triage, and endpoints. The better you track the numbers behind ticket escalation, the better you are able to keep an eye on the efficiency of your help desk.
This is important because gamifying these metrics and making your help desk more efficient means fewer resources will be spent on customer issues and customers will be happier with the outcomes.
When tickets get escalated, more experienced staff have to step in to quell the situation — taking up time they could be spending on other issues relevant to your company’s bottom line. You can reduce the chances of costly situations like that happening by gamifying ticket escalation metrics and improving the efficiency of your help desk. Gamification also helps you identify help desk staff who need extra training because of the number of escalated tickets ascribed to them.
The most important ticket escalation metrics to gamify at the help desk include:
- Number of escalation tickets complete: Escalation tickets are those that have secondary resource
- Number of tickets complete without escalation: This is the number of tickets that do not have secondary resource
- Percentage of tickets complete without escalation: This refers to the percentage of all tickets complete that do not have secondary resource
Gamify your help desk with Crewhu’s Autotask integration
You can take charge of your team’s performance by gamifying the help desk metrics outlined above. And you can do it with a few clicks of a button with Crewhu’s Autotask integration which automatically imports the data you need into your Crewhu account and helps set up contests for your employees to engage in.
If you are passionate about serving your clients in the best way possible and would like to try an easy way to improve the efficiency of your help desk, reach out to Crewhu for a demo today.
