The number of tickets in your support queue over time is tracked by ticket volume. The total conversation is a variant of this metric that tracks all customer interactions, whether they take place on formal support tickets, tweets, or other social media platforms.
The difference between tickets and conversations depends on the support software you utilize. Some simply show tickets produced from your help center or website, whereas others automatically register every communication as a ticket.
To guarantee that the right agents are handling the issue, marking and distributing it can be done with the use of a reliable customer support software system. It can also employ analytics to identify answers to typical issues and create new approaches to solving them.
Support personnel will also be able to judge which tickets need to be handled right away and which can wait till the agent has more time due to sentiment analysis. To improve customer satisfaction and decrease response times, support software should be implemented.
If you notice a rise in support tickets from customers. It is either great news that your consumer base is expanding or terrible news that you are receiving more tickets due to problems with your business or services. In either case, you will need to scale your assistance to accommodate this increase in ticket volume and keep consumers happy.