Hi everyone,
We hope you’re all doing well.

We are trying to improve how we measure the performance and effectiveness of our support department, and we would really appreciate learning from the community.

We assume there are several common and widely-used KPIs that most support teams track in order to understand whether the department is performing well, where bottlenecks exist, and what should be improved.

Can you please share the main KPIs you use to measure your support team?
In addition, we would love to know:

1. Which KPIs you consider essential for day-to-day operations.
   
   
2. How you measure them inside Zoho Desk (built-in reports, custom reports, dashboards, Analytics, etc.).
   
   
3. Any recommended formulas, examples, or best practices that helped you refine your KPIs.
   
   
4. Any KPIs that turned out to be misleading or less useful in real life.

We believe this will help us, and others, identify the most relevant metrics and improve the quality, speed, and consistency of our support operations.

Thanks in advance to anyone who can share their insights!
Ram