The only three support metrics worth reporting

Most support dashboards measure everything and change nothing. Three numbers move the business.

First response time

How long a customer waits before a human acknowledges them. This is the number customers actually feel, and improving it improves satisfaction more than anything else you can do.

SLA compliance

The percentage of tickets answered and resolved inside the target. It converts “we are quite quick” into a figure you can put in front of a client.

Reopen rate

How often a resolved ticket comes back. A low resolution time with a high reopen rate means your team is closing tickets, not solving problems — and no other metric will reveal it.

What to ignore

Ticket volume in isolation, tickets closed per agent, and average resolution time across all categories. Each rewards behaviour you do not want.