I was posed this question from one of our directors regarding the viability of Kaseya continuing to exisist in our enviroment. Here is the question:
Can you connect a dot between this purchase an helping us reduce the ticketing backlog that we have today? If you said something like, “Kaseya will save us W% of effort to support the HelpDesk, resulting in X hours/week of saved time. This time savings will allow us to increase our ticket-handling capacity by Y%, thus allowing us to reduce our ticketing backlog by Z tickets/week.” Something like that will help me make a case for the tool.
Company Employee's: 1400
Helpdesk FTE: 9
Total Service Requests: 241 this month
Average time to resolution: 2 Hours (Ball-park)
In a numbers game. How would Kaseya assist in cutting down this backlog of service requests for our team. Need some assitance from the community as my math skills are a little rough.
Thanks,
-Bobby