u/Queen_Amyy

If an organization mainly looks at ticket volume, closure rates, and SLA compliance, what is it potentially missing?
A ticket can be closed without the underlying issue being resolved. The same problem can generate multiple tickets, and recurring issues can continue indefinitely while the reporting still looks good.
If you were evaluating whether an internal IT department or outsourced support vendor was actually performing well, what metrics or patterns would you look at beyond “ticket closed”?
I’m interested in how organizations identify these problems in practice.

I'm doing some research into outsourced IT support and I'm curious how companies handle this.

If you're paying an outside provider for help-desk support, how do you independently determine whether the volume you're paying for represents legitimate new support needs versus repeat contacts, unresolved issues, duplicate work, or problems that keep coming back because the underlying cause was never fixed?

Does your MSP already provide that analysis? Do you do it internally? Or is this something you don't really have visibility into?

I'm particularly interested in hearing from people who manage the vendor relationship from the customer side.