The Companies metric in Freshdesk is a count of the total number of unique companies (organizations) that have been created and interacted with in the helpdesk, including tickets, contacts, and other activities.
With Databox you can track all your metrics from various data sources in one place.
The Companies metric refers to the number of organizations or businesses that have contacted your customer support for any type of assistance within a specific period of time.
In essence, it measures the unique entities that have sought help from your support team, regardless of which channel they reached out through.
This metric encompasses data such as tickets raised, average support response time, customer satisfaction, the number of reps assigned to a company, and more.
By tracking it, you get insight into which companies interact with support teams the most, their needs, and what issues they’re facing, which allows you to fine-tune your support team’s overall approach.
To calculate the companies metric, you need to determine the total number of unique organizations or businesses that have interacted with the help desk during a specific time frame.
Keep in mind that this metric is not based on the total number of interactions or tickets but rather on the number of unique entities seeking support.
The formula is straightforward:
Companies Metric = Count of unique companies or organizations that interacted with the help desk
Let’s say a business wants to calculate its companies metric for one month and has seen these interactions during the period:
To calculate companies for this month, we need to count the unique companies. In this case, the unique companies are A, B, C, and D. Company A appeared twice in the interactions, but we only count it once since we are interested in unique entities only.
When we use the formula above, we find that the companies metric equals 4, meaning four different organizations sought help from the help desk.
If the number of unique businesses you have reaching out to is increasing, it indicates an expanding customer base and that your customer support team needs to be ready.
Ideally, your help desk should be able to meet the diverse needs of various businesses while maintaining high levels of customer satisfaction.
Let’s explore some effective support strategies to help you improve the companies metric and boost your help desk’s performance.
More resources to help you improve:
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Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.
To track Companies using Databox, follow these steps:
Use this free and customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.
Created Tickets by Source tracks the origin channel (email, phone, chat, social media) for new support tickets created in Freshdesk.
The Created Tickets by Association Type metric displays the number of tickets created based on the association type (e.g., customer, contact, company) within a specific time frame.
Non-Billable Tracked by Company is a metric that measures the amount of time spent by company employees on tasks that are not directly billable to clients or customers. It helps businesses understand how much non-revenue generating work is being done by staff.
The Unresolved Tickets by Type metric categorizes unresolved support tickets by their type, such as technical, billing, or general inquiries, giving insight into the types of issues customers are facing and allowing for targeted resolution efforts.
Pending Tickets by Type metric displays the number of open tickets organized by their types that are still awaiting resolution or response from agents.
The Pending Tickets by Association Type metric tracks the number of unresolved tickets in Freshdesk based on the type of association they have (such as a customer, contact, organization, or group).
This metric shows the number of closed tickets grouped by their association type (e.g. requester, company, contact, etc.) in order to analyze support trends and performance.
This metric shows the number of tickets that have missed their due date, segmented by priority level (low, medium, high, urgent).