Should service desks track ticket effort?
Tracking effort per ticket is often seen as having little standalone value. Deciding whether and how to measure this time involves weighing the administrative overhead against its actual usefulness for team management.
What people tried
Every workaround mentioned in the threads below. We haven’t tested any of them — and nobody here is claiming they worked.
- 1Tracking time to resolve and time to assign instead of direct effort
- 2Comparing averages against average time in ticket to identify improvements
In their words
Unedited, most upvoted first, each linked to the thread it came from.
Where this came up
People with this problem also raised
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- 7How do you keep track of clients, projects, deadlines, and follow-ups?
- 3How to track unpaid invoices and follow up with clients
- 4How to stop confusing students with multiple assignment due dates
- 4Why does software become just a system of record?
- 5How to stop juggling bookmarks for admin tools and reference sites