Just FYI, I gathered some real simple stats on our infrastructure tickets. Just counting the number opened and the number closed per month. So this doesn't include existing tickets, just new and closed. And of course some tickets are easier than others, etc.
open | closed 2018-01: 57 | 42 2018-02: 98 | 85 2018-03: 65 | 44 2018-04: 92 | 105 2018-05: 113 | 96 2018-06: 67 | 60 2018-07: 52 | 66 2018-08: 68 | 85 2018-09: 72 | 99 2018-10: 77 | 76 2018-11: 81 | 66 2018-12: 61 | 54 2019-01: 81 | 84 2019-02: 108 | 59 2019-03: 117 | 85 2019-04: 103 | 96 2019-05: 123 | 132 2019-06: 72 | 70 2019-07: 94 | 111 2019-08: 97 | 118 2019-09: 113 | 118 2019-10: 102 | 103 2019-11: 103 | 84 2019-12: 90 | 78 2020-01: 94 | 80 2020-02: 137 | 115 2020-03: 141 | 126 2020-04: 29 | 51 (so far) I think we are improving our close rate, but also incoming rate is increasing (which may be due to us asking everyone to actually file tickets instead of pinging us, etc). Also, we can see we handle usually around 100 tickets a month, but have been increasing that rate too. Just thought I would toss it out there to see if there's anything we can learn from it. :) kevin
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