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← KPI Glossary
Technology & SaaS

Support Ticket Volume

Number of support tickets per 100 customers per month. High volume indicates product UX issues or documentation gaps.

What is Support Ticket Volume?

Support Ticket Volume is defined as: Number of support tickets per 100 customers per month. High volume indicates product UX issues or documentation gaps.

What data source is used to measure Support Ticket Volume?

Support Ticket Volume is typically measured using data from a Help Desk / Support Platform. This system of record provides the transactional and operational data required to calculate and monitor this metric accurately and in real time.

Typical Data SourceHelp Desk / Support Platform

Which industries track Support Ticket Volume?

Support Ticket Volume is a key performance indicator used across the following sectors:

  • ›Technology & SaaS

How does Firehawk Analytics measure Support Ticket Volume?

Firehawk Analytics connects directly to your Help Desk / Support Platform and delivers a live Support Ticket Volume dashboard. Configuration is completed within 48 hours — no data analyst required on your team.

More metrics from Technology & SaaS

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Monthly Recurring Revenue

Predictable monthly revenue from active subscriptions. The foundational SaaS metric that all other calculations build upon.

Technology & SaaS
Billing / Subscription PlatformView →

Annual Recurring Revenue

Annualised value of recurring subscription revenue. The primary metric for SaaS valuation and investor reporting.

Technology & SaaS
Billing / Subscription PlatformView →

Churn Rate

Percentage of customers or revenue lost in a given period. Even small reductions in churn compound dramatically over time.

Technology & SaaS
Billing / CRMView →

Track Support Ticket Volume in your business

In 48 hours, you'll have a live Support Ticket Volume dashboard connected to your Help Desk / Support Platform.

Browse all KPI definitions →