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Preventing a ticket is always better than handling a ticket triggered by an incident or a service request. But how do we measure tickets prevented? 
 
Well, we start by measuring another metric – tickets per user per month. 
 
Let’s say, for example, that we handled 10,000 tickets last month and supported 8,000 users. 10,000 tickets divided by 8,000 users equals 1.25 tickets per user per month. 
 
Now let’s assume that a year later at the same service desk, we are handling 9,000 tickets and supporting 8,500 users. 9,000 tickets divided by 8,500 users equals 1.06 tickets per user per month. 
 
To estimate how many tickets are being prevented each month we can multiply the reduction in tickets per user per month by the number of users supported: 0.19 tickets per user per month prevented x 8,500 users is 1,615 tickets prevented per month! 
 
Why is this important? 
 
Last year in North America, the average cost of resolving a ticket at level 1 was about $22. To continue with our example, 1,615 level 1 tickets prevented per month will save an estimated $35,530 per month in direct support costs – 1,615 tickets prevented multiplied by $22 per ticket! 
 
Learn more in the HDI Metric of the Month!

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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