Ticket Metrics Trend
Overview
The Ticket Metrics Trend report enables users to view trends in key ticket metrics over time within MSPCFO. This allows the MSP to measure how operational changes — such as the implementation of AI-powered tools or new service workflows — are impacting performance.
Purpose / Background
The report validates the operational benefits of new tools and process changes such as new automation tools.
By trending ticket metrics, MSPCFO users can verify whether improvements made to internal processes are delivering measurable results in the following areas:
- Number of tickets created
- Time spent resolving tickets
- Any shifts in workload over time
Key Capabilities
- Display historical trends for ticket-based metrics.
- Enable data-driven validation of performance improvements.
- Compare operational results before and after workflow or tool changes.
- Visualize performance over custom time intervals (weekly, monthly, etc.).
Filters
The filters available on the reports are:
1. Pick a time range to track the trends both graphically and in the table . Each graph shows results on a monthly basis.
2. Choose all client or one specific client.
3, Choose all boards, a subset of boards or one specific board.
Summary for Time Period
The next section of the report is the Summary section. The section contains the following:
- Total Tickets: Sum of all tickets in report over the given time period.
- Median Billable Time per Ticket: The median value for billable time per ticket.
- Median Resolution Time: The median time to resolution in hours/minutes.
- Median Response Time: The median response time for a ticket.
- Total Hours: Total hours spent by engineers working on the tickets.
- Average Cost per Ticket: The average cost is calculated by adding the cost for the engineers working on a ticket (the hourly cost may be in the PSA or in an override in MSPCFO) and dividing by the total tickets.
Monthly Trends
The graph shows four metrics over time:
1. Tickets per Month
2. Median Time/Ticket per Month
3. Median Resolution Time per Month
4. Response Time per Month (Note: If the respoded_minutes field from the PSA contains a zero or null value, the chart and table will contain the value "Instant".)
In analyzing the charts, for example, if a procedure is put in place to cut down engineer time in solving problems on a certain board, a decrease should be seen in Median Time/Ticket and Median Resolution Time. If an AI tool is implemented for aiding in problem resolution, a large decrease in Tickets per Month should be seen.
Table of Details
The table is a more detailed version of the above graphic. Each line contains one board for one month:
1. Number of tickets worked on in the month. Drill into this number to get ticket details (shown below).
2. Median Time/Ticket - Median value of actual time spent on the all tickets in specific board/specific month by engineers.
3. Median Resolution - Median resolution time for the tickets iin specific Board/specific month in hours and minutes.
4. Response Time - Average response time.
5. Cost/Ticket - Engineer cost for all tickets in this group divided by the number of tickets.
If ticket spans more than a month, it will show up in the months it was worked.
Drill Into the ticket count to open up a complete breakdown of each ticket.
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