Support KPIs that change how you run support
Support KPIs are the few metrics that actually change prioritization and staffing: volume, first reply, resolution, backlog, and reopen rate. This page lists that set and how to use them in a weekly review—without redefining the metrics (definitions live in the glossary).
Why support metrics are different from vanity metrics
Vanity metrics look good but don’t drive decisions (e.g. total tickets ever). Support KPIs answer: Are we keeping up? How fast do we respond and resolve? Is quality slipping? They’re the numbers you act on: triage, staffing, process, or escalation. For the full hub and links to guides, see support metrics dashboard.
Volume and flow
- Ticket volume — How many tickets in the period. Compare to last period so you see trend.
- Backlog — Open, unsolved tickets waiting for your team. Trend and aging matter more than a single number. In your weekly review, check backlog after volume: “How many came in? How many are still open?” See ticket backlog dashboard and Zendesk backlog report.
Speed: first reply and resolution
- First response time (or first reply time) — Time until the first meaningful agent reply. Use median or average; use business hours if you don’t work 24/7. In your weekly review, check if it’s trending up or down and which segments (group, tag) drive it. See first reply time in Zendesk and how to report first reply time.
- Resolution time — Time from open to close (or solve). In your weekly review, check trend and segments. See Zendesk resolution time report.
Backlog and aging
- Backlog (above) — Count + trend + optional aging (how long tickets have been open). When backlog grows and aging worsens, you have a capacity or prioritization problem. See ticket backlog dashboard and Zendesk backlog report.
Quality: reopen rate and CSAT
- Reopen rate — Proportion of tickets reopened after solved. High or rising reopen rate often means quality or handoff issues. In your weekly review, check trend and segments. See ticket reopen rate.
- CSAT (optional) — Customer satisfaction when you collect it. Use as a quality signal alongside reopen rate if you have enough responses.
How to review them weekly
Use a fixed cadence: same day, same time, same order. Suggested order: volume → backlog → first reply → resolution → reopens → SLA (if you have one). End with one action tied to tickets. For a 30-minute template and checklist, see support ops metrics, support dashboard template, and customer support dashboard.
Templates and next steps
- Checklist — Support dashboard template: what to track and in what order.
- Examples — Zendesk dashboard examples: layouts and what to include.
- Zendesk reporting — Zendesk reporting tool and Zendesk analytics dashboard for a ready-made ops view.
FAQ
Do we need all of these?
Start with volume, backlog, first reply, resolution, and reopens. Add SLA when you have targets; add CSAT when you collect it and have enough data.
Where are the full definitions?
In the glossary. This page is about which KPIs to pick and how to use them; the glossary has the formal definitions and formulas.
How do we report these in Zendesk? **
See the support metrics dashboard hub for links to each metric guide (backlog, first reply, resolution, reopens) with Zendesk Explore and reporting steps.