# Insight - Enterprise Support Metrics

**URL:** https://discussions.eramba.org/t/insight-enterprise-support-metrics/4044
**Category:** Forum - Software
**Tags:** enterprise
**Created:** [January 3, 2024, 7:19pm UTC](https://discussions.eramba.org/t/insight-enterprise-support-metrics/4044 "2024-01-03T19:19:37Z")
**Posts on this page:** 1
**Page:** 1

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### Author: ![kisero](https://discussions.eramba.org/user_avatar/discussions.eramba.org/kisero/32/2925_2.png) [@kisero](https://discussions.eramba.org/u/kisero)
#### Post date: [January 3, 2024, 7:19pm UTC](https://discussions.eramba.org/t/insight-enterprise-support-metrics/4044/1 "2024-01-03T19:19:37Z")

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In this post I’ll share some support metrics for 2023:

 ![image](https://discussions.eramba.org/uploads/default/original/2X/a/a3afb03ecdb07cee841efbe3dec07ebc81b624a2.png)

- This looks at the number of customer interactions, per type, per month.
- The trend is fairly stable over the year, we focus in particular on tech-support (blue)
- H1-2023, the average tech-support ticket per month is 260, in H2-2023 goes down to 200
- If you consider that the number of customers grew by %20-30 from Jan to December, the ratio of customers/tickets therefore decreased a lot more in H2-2023

 ![image](https://discussions.eramba.org/uploads/default/original/2X/1/1dd74db88bd0f583ed86c6721fdea338e5aec819.png)

- This chart looks at the number of minutes it takes us to respond your tickets. Bear in mind we work Monday-Friday, 8-5pm CET. If you write from Los Angeles at their 3pm local time, the ticket will be waiting on our queue 8 hours (480 minutes).
- Summer months and December are always slower for everything except tech-support.
- Tech-support in H1-2023 had an average of 250 minutes, while in H2-2023 went down to 130.

 ![image](https://discussions.eramba.org/uploads/default/original/2X/7/7379bb27261faeda78c25d6df110a663eb9434f7.png)

- This is the number of tickets that each person on the team (that handles custmers) dealt with
- Focusing on Sam, the number of tickets is clearly downwards despite the increase on absolute number of customers from January to December