How do I cut ticket volume per user without hurting service?
Tickets per user drives profit. Most volume comes from a short list of repeat issues.
- Our techs are buried in tickets.
- Which tickets can we eliminate?
- Does self-service work?
Report tickets by category and client every month and find the top repeat issues. Fix root causes: standard device builds, proactive patching, monitoring alerts, password resets and access requests automated, and a self-service knowledge base for common questions. Track tickets per user per month, by client, and review it with clients whose numbers are high.
Common repeat tickets
- Password resets and lockouts.
- Printer and scanner issues.
- Access and permissions requests.
- Microsoft 365 how-to questions.
- Slow or old devices.
Fixes
| Issue | Fix |
|---|---|
| Password resets | Self-service reset |
| Access requests | Forms with approvals |
| How-to questions | Knowledge base and AI answers |
| Old devices | Refresh policy in the roadmap |
How we look at it at ShoutEx
We set up ticket reporting, request forms and automations. See AI triage.
- No category data.
- Fixing symptoms only.
- No standard builds.
- Self-service no one uses.
- Monthly category reports.
- Root cause fixes.
- Standard builds.
- Tickets per user tracked.
What MSP owners and guidance say
Here is what MSPs say.
Standard, patched devices also reduce security tickets.
Read the guidance →Community summaries describe recurring themes in public threads, not individual posts. Vendor pages describe vendor claims, so test them on your own calls.
Read next
Go deeper in the ShoutEx guides, or check the sources behind this answer.
We'll set up reporting and automations.
Book a call →Follow-up questions
What's a good tickets-per-user number?
Track yours and improve it.
Should high-ticket clients pay more?
Some agreements include usage reviews.
Can AI answer user questions?
For how-to questions, with escalation.