Evaluating the effectiveness of an IT provider solely based on the number of tickets closed is misleading. It's time to shift the perspective and recognize that the true measure of a reliable IT provider lies in their ability to fix problems effectively- not the number of tickets closed, but the need for repetitive tickets to be created in the first place, focusing on being proactive rather than only reactive. 

For years IT providers have used ticket counts as a primary performance indicator, equating a high volume of resolved tickets with exceptional service. While this metric can give reference to response time, it fails to address the underlying issues that necessitate repeated calls to the IT support team.

Every time you contact your IT provider with an issue, it costs you time and money. You take valuable time away from your core responsibilities, leading to reduced efficiency and lost productivity.

A high ticket count often indicates recurring issues that are not adequately resolved. Continuously dealing with the same problems not only disrupts your workflow but also hampers the overall efficiency of your organization. Frequent contact with your IT provider for repetitive issues can become frustrating, leading to a strained relationship and diminishing confidence in their ability to deliver effective solutions.

The Focus Should Be on Issue Resolution.

Instead of fixating on ticket counts, it's crucial to prioritize issue resolution. An IT provider that proactively works towards fixing underlying problems will ultimately reduce the number of tickets generated, resulting in a more efficient and streamlined support experience. Here are the key benefits of emphasizing issue resolution over ticket counts:

By addressing the root causes of recurring problems, an IT provider can significantly improve your organization's productivity. When your systems are stable and functioning optimally, your team can focus on their core tasks, driving innovation and growth.

Reducing the number of tickets and the associated repetitive calls translates into tangible cost savings for your business. Your IT provider's efforts to fix problems at their source will minimize downtime, minimize the need for extensive troubleshooting, and ultimately lead to lower support costs.

Consistently experiencing the same issues and having to contact your IT provider repeatedly can be frustrating for your employees. A focus on issue resolution ensures that your team receives reliable and long-lasting solutions, improving their overall experience with IT support and fostering a positive work environment.

Shifting the focus to issue resolution encourages a more collaborative partnership with your IT provider. By working together to tackle underlying problems, you build trust and confidence in their ability to deliver effective solutions. This collaborative approach fosters a stronger long-term relationship, with both parties invested in achieving shared goals to take your business further. 

While ticket counts may have been the conventional way to measure IT support performance, it's time to rethink this approach. Businesses should prioritize issue resolution as the key indicator of a reliable IT provider. By focusing on fixing problems effectively, organizations can enjoy enhanced productivity, cost savings, improved user experiences, and stronger relationships with their IT providers.

Let's shift the perspective and embrace the true measure of IT support success. Choosing your IT provider matters- choose a team who focuses on the proactive needs of your IT, not just the reactive needs.