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Customer Support Tickets (CST)


What is Customer Support Tickets?

Customer Support Tickets (CST) tracks the number of requests for help received by your support team.

How is Customer Support Tickets (CST) used?

This metric directly reflects customer engagement and potential pain points, serving as a pulse on customer satisfaction and product performance. It's crucial for monitoring service quality and identifying product improvement opportunities. Practical uses include allocating support resources efficiently and assessing the impact of product updates on user experience.

How to calculate Customer Support Tickets (CST)

Count Customer Support Tickets

To calculate CST, simply count the number of support requests your team receives.

Best Practices

Analyse ticket content to drive product improvements and training programmes, and segment by customer tier to prioritise efforts. To reduce CST, invest resources into improving your product educational materials or knowledge base. Well-maintained and comprehensive knowledge materials empower users to find solutions independently, leading to fewer support queries.

Common Misconceptions

This metric serves as a pulse check on user activity, offering a snapshot of day-to-day usage. It can signal product adoption, inform retention strategies, and identify spikes or drops in activity potentially tied to feature releases or service issues. It's important for gauging daily customer interactions and useful to analyse by cohorts to assess user behaviour over time.


Your most unhappy customers are your greatest source of learning.

Bill Gates
Co-Founder, Microsoft


What are the main drivers of Customer Support Tickets (CST)?
  • Product complexity
  • Product intuitiveness
  • Product knowledge base quality
How should I break down Customer Support Tickets (CST)?
  • Industry vertical
  • Geography
  • Company size
  • Product
  • Product feature
  • Customer journey stage

Supported Integrations

Get this metric directly out of one of our supported integrations.

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