View ticket metrics

Summary

Ticket Metrics shows support performance — volumes, SLA, and trends — to manage the desk and spot bottlenecks. The CSO area also includes Macros, a Knowledge Base, and Agents.

Before you start

• Required role: Admin or Support Agent

Steps

1. Go to Support Portal ? Ticket Metrics (/cso.cfm?view=metrics).
2. Review volumes, SLA attainment, and trends.
3. Use the related CSO views — Macros (canned responses), Knowledge Base, and Agents — to improve throughput.

What success looks like

You can see how the support desk is performing and where SLAs are at risk.

Gotchas / troubleshooting

• Use metrics alongside the live Queue SLA column to act before breaches, not just review after.

Related

• Work the support ticket queue
• Create a support ticket