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tability.ioWhat are Ticketing System 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 Ticketing System 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.
Ticketing System OKRs examples
You'll find below a list of Objectives and Key Results templates for Ticketing System. 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!
OKRs to enhance productivity and efficiency of Shared Services Department
ObjectiveEnhance productivity and efficiency of Shared Services Department
KRReduce departmental overheads by 10% through resource optimization efforts
Streamline processes to minimize wastage of materials- Downsize underperforming resources or projects
- Implement energy-saving measures to reduce utilities expenses
- KRTrain 90% of department staff on new systems and productivity tools
- Monitor and document staff members' completion of training
- Identify a suitable training program for new systems and productivity tools
- Schedule training sessions for all department staff members
- KRImplement a unified HR, IT, Legal, and Admin ticketing system to streamline requests
- Train staff in using the new ticketing system
- Deploy the unified ticketing system across all departments
- Identify a unified ticketing system to meet all department needs
OKRs to enhance efficiency in handling travel time requests
- ObjectiveEnhance efficiency in handling travel time requests
- KRRead and analyze 10 research articles per week to improve response quality
- Schedule dedicated time blocks for reading
- Write analysis notes for each article
- Identify 10 relevant research articles each week
- KRReduce average response time for requests to two business days
- Monitor and improve the current request workflow
- Implement an efficient ticketing system for quicker request assignment
- Train staff to prioritize and process requests effectively
- KRIncrease request resolution rate to 95%
- Improve the training of customer service representatives
- Implement effective resolution procedures and guidelines
- Monitor closely and optimize resolution metrics
OKRs to enhance the SLA adherence for IT tickets
- ObjectiveEnhance the SLA adherence for IT tickets
- KRReduce IT ticket resolution time by 30%
- Provide comprehensive training to IT support team
- Develop a streamlined ticket prioritization process
- Implement efficient IT incident management tools
- KRAchieve a 90% customer satisfaction rate regarding ticket handling and resolution
- Implement regular training sessions on customer communication for support staff
- Develop a responsive and efficient ticket resolution system
- Monitor and analyze customer feedback regularly
- KRImplement a new ticket tracking system for improved process efficiency
- Train employees on new system use
- Evaluate potential ticket tracking systems
- Select and purchase preferred system
- KRTrain all IT staff on SLA compliance and ticket handling best practices
- Develop module on ticket handling best practices
- Schedule comprehensive SLA compliance training for IT staff
- Ensure periodic reinforcement training sessions
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
How to write your own Ticketing System OKRs
1. Get tailored OKRs with an AI
You'll find some examples below, but it's likely that you have very specific needs that won't be covered.
You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe your goals
Tability will then use your prompt to generate a fully editable OKR template.
Watch the video below to see it in action 👇
Option 2. Optimise existing OKRs with Tability Feedback tool
If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability 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.
You can then decide to accept the suggestions or dismiss them if you don't agree.
Option 3. Use the free OKR generator
If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.
Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.
Ticketing System 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
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.
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.
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 track your Ticketing System OKRs
The rules of OKRs are simple. Quarterly OKRs should be tracked weekly, and yearly OKRs should be tracked monthly. 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
Most teams should start with a spreadsheet if they're using OKRs for the first time. Then, once you get comfortable you can graduate to a proper OKRs-tracking tool.
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 Ticketing System OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to improve EV Program outcomes through competitive and strategic data analysis
- OKRs to incrementar la audiencia del newsletter al doble
- OKRs to enhance writing prowess and broaden vocabulary use
- OKRs to drive Business Expansion in Saudi Arabia's school sector
- OKRs to expand audience reach
- OKRs to enhance support provided by change managers across all initiatives