Ticket Volume
Ticket volume refers to the total number of support tickets or requests received by your customer support team over a specific time period. It’s one of the most fundamental metrics in customer support analytics.
Why Ticket Volume Matters
Understanding your ticket volume helps you:
- Plan staffing levels — Know when you need more agents to handle increased demand
- Identify trends — Spot seasonal patterns or the impact of product changes
- Measure growth — Track how your support needs scale with your customer base
- Allocate resources — Direct attention to channels or products generating the most tickets
How to Calculate Ticket Volume
Ticket volume is typically measured as a simple count:
Total Tickets = Count of all tickets created in the time period
You can break this down further by:
- Time period (daily, weekly, monthly)
- Channel (email, chat, phone)
- Category or topic
- Product or service line
- Customer organization
What’s a Good Ticket Volume?
There’s no universal “good” number — it depends on your business. However, you should track:
- Volume per customer — Fewer tickets per customer often indicates better product usability
- Volume trends — Sudden spikes may indicate product issues; gradual increases may reflect growth
- Resolution-adjusted volume — Account for tickets resolved via self-service or automation
Using Ticket Volume in TicketBoard
TicketBoard automatically tracks your ticket volume from Zendesk and provides:
- Daily, weekly, and monthly volume charts
- Volume breakdown by organization
- Heatmaps showing peak creation times
- Trend analysis over your data history