Vanity metric to avoid
Move attractive totals out of the primary row when they do not change this week's decision.
KPI Guide
Support Ticket Dashboard KPIs
Turn SLA risk, backlog, first response, CSAT, and repeat issues into support actions.
Core Question
Which ticket metrics should support teams review daily?
5 recommended KPIs
- Open tickets: keep it in the primary row only when an owner can act on it.
- SLA risk: keep it in the primary row only when an owner can act on it.
- First response: keep it in the primary row only when an owner can act on it.
- CSAT: keep it in the primary row only when an owner can act on it.
- Repeat issues: keep it in the primary row only when an owner can act on it.
Recommended layout
Use four KPI cards, one primary trend or segment view, then a priority table and alerts.