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What are Ticket Resolution OKRs?
The OKR acronym stands for Objectives and Key Results. It's a goal-setting framework that was introduced at Intel by Andy Grove in the 70s, and it became popular after John Doerr introduced it to Google in the 90s. OKRs helps teams has a shared language to set ambitious goals and track progress towards them.
Formulating strong OKRs can be a complex endeavor, particularly for first-timers. Prioritizing outcomes over projects is crucial when developing your plans.
We've tailored a list of OKRs examples for Ticket Resolution to help you. You can look at any of the templates below to get some inspiration for your own goals.
If you want to learn more about the framework, you can read our OKR guide online.
The best tools for writing perfect Ticket Resolution OKRs
Here are 2 tools that can help you draft your OKRs in no time.
Tability AI: to generate OKRs based on a prompt
Tability AI allows you to describe your goals in a prompt, and generate a fully editable OKR template in seconds.
- 1. Create a Tability account
- 2. Click on the Generate goals using AI
- 3. Describe your goals in a prompt
- 4. Get your fully editable OKR template
- 5. Publish to start tracking progress and get automated OKR dashboards
Watch the video below to see it in action 👇
Tability Feedback: to improve existing OKRs
You can use Tability's AI feedback to improve your OKRs if you already have existing goals.
- 1. Create your Tability account
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on Generate analysis
- 4. Review the suggestions and decide to accept or dismiss them
- 5. Publish to start tracking progress and get automated OKR dashboards
Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.
Ticket Resolution OKRs examples
We've added many examples of Ticket Resolution Objectives and Key Results, but we did not stop there. Understanding the difference between OKRs and projects is important, so we also added examples of strategic initiatives that relate to the OKRs.
Hope you'll find this helpful!
OKRs to improve ticket resolution process in DACH region
ObjectiveImprove ticket resolution process in DACH region
KRImplement effective process in 95% of DACH tickets
Develop clear, concise guidelines for handling DACH tickets- Monitor and evaluate ticket resolution success rates
- Train staff on new ticket handling procedures
- KRDecrease average ticket resolution time by 25%
- Implement more efficient ticket sorting and prioritization systems
- Train team in advanced problem-solving techniques
- Introduce automation wherever possible
- KRIncrease customer satisfaction with resolution process by 30%
- Implement a comprehensive training program for customer service representatives
- Develop and introduce a streamlined, multi-channel complaint resolution system
- Conduct surveys to identify areas of dissatisfaction in the resolution process
OKRs to implement process for quicker ticket resolution in DACH region
- ObjectiveImplement process for quicker ticket resolution in DACH region
- KRReduce average ticket resolution time by 30% through improved processes
- Improve training on problem-solving strategies
- Implement more efficient ticket prioritization system
- Automate routine tasks using AI technology
- KRTrain 90% of customer service reps in new resolution process for effective implementation
- Schedule and execute training sessions for identified customer service reps
- Identify who needs training in the new resolution process
- Develop concise, appropriate training materials for the resolution process
- KRStandardize 80% of ticket types for straightforward troubleshooting by the end of the quarter
- Develop standardized responses for common issues
- Implement process across customer service team
- Identify and categorize current ticket types
OKRs to streamline ticket response and resolution processes
- ObjectiveStreamline ticket response and resolution processes
- KRTrain 80% of the support staff on new resolution strategies
- Identify support staff requiring training in new resolution strategies
- Develop comprehensive strategy-focused training program
- Implement the training program among identified staff
- KRImprove resolution rate by 30% on first contact
- Continually update first-contact resolution strategies based on feedback
- Train staff on possible incoming inquiries and effective resolution methods
- Implement efficient tracking and reporting systems for resolutions
- KRReduce average ticket response time by 40%
- Monitor response time regularly and address delays
- Implement automated responses for common issues
- Train staff on efficient customer service response techniques
OKRs to streamline ticket resolution process in DACH region
- ObjectiveStreamline ticket resolution process in DACH region
- KRReduce average ticket resolution time by 30%
- Implement more efficient ticket handling procedures
- Provide advanced problem-solving training to staff
- Introduce effective ticket prioritization system
- KRTrain 100% of the support team on new procedural changes
- Create comprehensive training materials for the procedural changes
- Schedule company-wide trainings for support team
- Track and confirm individual completions
- KRImplement standard procedures for 90% of common issues
- Develop standard procedures to address these issues
- Identify the top common issues affecting the business
- Train staff on implementing these procedures
OKRs to cut down outstanding ticket backlog substantially
- ObjectiveCut down outstanding ticket backlog substantially
- KRTrain team to handle complex tickets, increasing resolution speed by 15%
- Introduce incentives for quick and efficient ticket resolution
- Monitor team progress and provide constructive feedback
- Implement advanced customer service training for team members
- KRDecrease existing ticket backlog by 30%
- Implement a productive shift rotation for ongoing support
- Improve ticket first-time resolution rate through training
- Prioritize tickets based on urgency and workload capacity
- KRImplement streamlined ticket response system boosting efficiency by 20%
- Monitor changes and assess the efficiency increase
- Evaluate current ticket response system for inefficiencies
- Research and implement a more efficient ticket response system
OKRs to accelerate resolution of customer support tickets
- ObjectiveAccelerate resolution of customer support tickets
- KRIncrease support team's ticket processing efficiency by 20%
- Invest in efficient ticket management software
- Implement ticket prioritization strategies to expedite urgent requests
- Conduct training sessions on troubleshooting common issues
- KRImplement a knowledge base to facilitate 15% of ticket self-resolution
- Implement these solutions into a searchable knowledge base
- Develop comprehensive, easy-to-understand solutions
- Identify common issues from past customer tickets
- KRDecrease average ticket response time by 30%
- Increase availability of customer service staff
- Train staff in efficient troubleshooting techniques
- Implement a ticket prioritization system
OKRs to enhance incident ticket resolution and management
- ObjectiveEnhance incident ticket resolution and management
- KRImplement a system to categorize and prioritize incidents for faster resolution
- Implement the system and train team on proper usage
- Develop a categorization and prioritization system
- Identify different categories and priority levels for incidents
- KRIncrease first call resolution rate to 80% from the current figure
- Implement customer service training emphasizing first call resolutions
- Regularly monitor and evaluate agent performance
- Review and update relevant call scripts and procedures
- KRReduce average ticket resolution time by 30%
- Set key performance indicators for resolution times
- Train staff in advanced problem-solving
- Implement a more efficient ticket prioritization system
OKRs to enhance effectiveness and efficiency of T2 support agents
- ObjectiveEnhance effectiveness and efficiency of T2 support agents
- KRImprove customer satisfaction scores by 20% post-support interaction
- Regularly review and act upon customer feedback
- Train support staff in advanced customer service techniques
- Implement detailed post-support satisfaction surveys
- KRReduce average ticket resolution time by 15%
- Introduce productivity tools for speedier resolution
- Streamline ticket sorting and prioritizing process
- Implement regular training to improve team’s problem-solving skills
- KRIncrease percentage of issues resolved on first contact to 70%
- Regularly review and improve troubleshooting methods
- Develop clear guidelines for issue resolution
- Implement comprehensive training for customer service representatives
OKRs to enhance satisfaction levels of IT Service Desk
- ObjectiveEnhance satisfaction levels of IT Service Desk
- KRAchieve a first-contact resolution rate of 80%
- Develop an efficient customer complaint system
- Regularly review and improve resolution strategies
- Implement thorough training for customer service reps
- KRIncrease CSAT scores by 20%
- Introduce rewards program for exceptional customer service
- Improve customer service training programs for better service delivery
- Implement customer feedback system to identify improvement areas
- KRReduce ticket resolution time by 15%
- Assign dedicated teams to address frequent issues
- Establish a knowledge base for common queries
- Implement and train staff on a new ticket prioritization system
OKRs to decrease customer issue resolution time by 20%
- ObjectiveDecrease customer issue resolution time by 20%
- KRImplement new ticketing system to streamline support process in 4 weeks
- Create a system implementation and training plan
- Research and select appropriate ticketing system software
- Execute the plan and monitor its effectiveness
- KRIncrease first-contact resolution rate to 75% from current rate
- Monitor and adjust strategies based on resolution rates
- Implement specialized training to address identified issues
- Analyze recent unresolved customer interactions for common issues
- KRTrain customer support staff in issue escalation and resolution techniques
- Schedule regular role-play exercises to simulate escalation scenarios
- Conduct a needs assessment for escalation training among support staff
- Develop a comprehensive training curriculum on issue resolution techniques
Ticket Resolution OKR best practices
Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.
Here are a couple of best practices extracted from our OKR implementation guide 👇
Tip #1: Limit the number of key results
Having too many OKRs is the #1 mistake that teams make when adopting the framework. The problem with tracking too many competing goals is that it will be hard for your team to know what really matters.
We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.
Tip #2: Commit to weekly OKR check-ins
Setting good goals can be challenging, but without regular check-ins, your team will struggle to make progress. We recommend that you track your OKRs weekly to get the full benefits from the framework.
Being able to see trends for your key results will also keep yourself honest.
Tip #3: No more than 2 yellow statuses in a row
Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.
As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.
Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.
Save hours with automated OKR dashboards
Your quarterly OKRs should be tracked weekly if you want to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
Spreadsheets are enough to get started. Then, once you need to scale you can use Tability to save time with automated OKR dashboards, data connectors, and actionable insights.
How to get Tability dashboards:
- 1. Create a Tability account
- 2. Use the importers to add your OKRs (works with any spreadsheet or doc)
- 3. Publish your OKR plan
That's it! Tability will instantly get access to 10+ dashboards to monitor progress, visualise trends, and identify risks early.
More Ticket Resolution OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to increase review volume on G2 and Capterra
- OKRs to drive revenue growth through personalisation
- OKRs to improve the quality and relevancy of content through comprehensive revisions
- OKRs to improve response time to reported outages
- OKRs to to incorporate all team members' perspectives in decision-making processes
- OKRs to enhance critical thinking skills