8 customisable OKR examples for Ticket Resolution Team
What are Ticket Resolution Team OKRs?
The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.
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 Team 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.
Building your own Ticket Resolution Team OKRs with AI
While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own OKRs.
Our customisable Ticket Resolution Team OKRs examples
You'll find below a list of Objectives and Key Results templates for Ticket Resolution Team. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
1. OKRs to improve ticket resolution process in DACH region
Improve ticket resolution process in DACH region
Implement 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
Decrease 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
Increase 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
2. OKRs to streamline ticket resolution process in DACH region
Streamline ticket resolution process in DACH region
Reduce average ticket resolution time by 30%
Implement more efficient ticket handling procedures
Provide advanced problem-solving training to staff
Introduce effective ticket prioritization system
Train 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
Implement 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
3. OKRs to implement process for quicker ticket resolution in DACH region
Implement process for quicker ticket resolution in DACH region
Reduce 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
Train 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
Standardize 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
4. OKRs to accelerate resolution of customer support tickets
Accelerate resolution of customer support tickets
Increase 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
Implement 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
Decrease average ticket response time by 30%
Increase availability of customer service staff
Train staff in efficient troubleshooting techniques
Implement a ticket prioritization system
5. OKRs to enhance effectiveness and efficiency of T2 support agents
Enhance effectiveness and efficiency of T2 support agents
Improve 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
Reduce 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
Increase 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
6. OKRs to enhance incident ticket resolution and management
Enhance incident ticket resolution and management
Implement 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
Increase 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
Reduce 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
7. OKRs to enhance satisfaction levels of IT Service Desk
Enhance satisfaction levels of IT Service Desk
Achieve 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
Increase 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
Reduce 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
8. OKRs to decrease customer issue resolution time by 20%
Decrease customer issue resolution time by 20%
Implement 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
Increase 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
Train 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 Team OKR best practices to boost success
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
Focus can only be achieve by limiting the number of competing priorities. It is crucial that you take the time to identify where you need to move the needle, and avoid adding business-as-usual activities to your OKRs.
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.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/tability-insights-board.e70f9466.png)
Tip #2: Commit to weekly OKR check-ins
Having good goals is only half the effort. You'll get significant more value from your OKRs if you commit to a weekly check-in process.
Being able to see trends for your key results will also keep yourself honest.
![Tability Insights Dashboard](https://tability-templates-v2.vercel.app/_next/static/media/checkins-graph.b2aec458.png)
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.
How to turn your Ticket Resolution Team OKRs in a strategy map
Quarterly OKRs should have weekly updates to get all the benefits from the 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 a proper OKR platform to make things easier.
![A strategy map in Tability](https://tability-templates-v2.vercel.app/_next/static/media/tability_strategy_map.2ad25843.png)
If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.
More Ticket Resolution Team OKR templates
We have more templates to help you draft your team goals and OKRs.
OKRs to elevate our team's brand to be highly desirable
OKRs to boost asset growth from new and existing customers
OKRs to improve our email Marketing activities
OKRs to secure 10 new request for proposals
OKRs to enhance the Packaging Design and Unboxing Experience
OKRs to deploy Productiv SaaS for optimal application management
OKRs resources
Here are a list of resources to help you adopt the Objectives and Key Results framework.
- To learn: What is the meaning of OKRs
- Blog posts: ODT Blog
- Success metrics: KPIs examples
What's next? Try Tability's goal-setting AI
You can create an iterate on your OKRs using Tability's unique goal-setting AI.
Watch the demo below, then hop on the platform for a free trial.