What metric do you use for a goal for your support team? | Community
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What metric do you use for a goal for your support team?

  • October 24, 2025
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Ellen Longley

Hi all! Support team leaders, I’d love to know -

What metric from reporting in Intercom do you use to inform a goal for your team monthly?

  • Number of tickets closed?
  • Number of tickets assigned?
    Number of replies sent? 

Or something else? I’m trying to zone in on how many tickets my support team members are handling individually each week. 

 

Thanks!

Best answer by Paul Byrne

Hey ​@Ellen Longley Paul here from support engineering to help you out 🤝 

If you want a clear weekly throughput goal, we recommend measuring Tickets Resolved per teammate per week. This counts completed work, is auditable from the Tickets report or a CSV export, and avoids counting assignments that get reallocated. To be fair and actionable, show it alongside average replies per ticket and reopen rate so we reward both speed and quality.

1 reply

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • Answer
  • October 30, 2025

Hey ​@Ellen Longley Paul here from support engineering to help you out 🤝 

If you want a clear weekly throughput goal, we recommend measuring Tickets Resolved per teammate per week. This counts completed work, is auditable from the Tickets report or a CSV export, and avoids counting assignments that get reallocated. To be fair and actionable, show it alongside average replies per ticket and reopen rate so we reward both speed and quality.

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