Tickets per Endpoint per Month
The average number of reactive tickets each managed endpoint generates in a month, a measure of how noisy the managed estate is.
Formula
Reactive tickets in month ÷ Managed endpoints
Why Track It
Under flat-fee agreements every ticket is cost. A high ratio points to poor standards, weak onboarding or the wrong clients, and a single noisy client can erase an agreement's margin.
How It Is Measured
Count reactive tickets created in the month, excluding projects, onboarding, scheduled maintenance and alerts auto-closed by automation. Divide by managed endpoints on agreement at month end, taken from the RMM or agreement additions in the PSA. Calculate per client as well as overall to find problem accounts.
Constraints
Depends on a clean endpoint count and consistent ticket categorization. Automation that silently fixes issues lowers the number without the client noticing any difference, which is the goal, but it can also hide problems nobody is reviewing.
Measurement Note
Evolved Management targets about 1 ticket per endpoint per month, calls 0.5 best in class, 1.5 typical and 4 or more concerning. LogMeIn says many mature MSPs aim for fewer than 1. Some MSPs count per user instead of per device; pick one and keep it.
Referenced In
- How Do I Calculate Cost per Ticket?Answer
- How Many Endpoints Can One Technician Support?Answer
- PSA vs RMM: What Is the Difference?Answer
- What Does NOC Mean?Answer
- What Gross Margin Should I Target?Answer
- What Is an MSP?Answer
- What Is Co-managed IT?Answer
- When Should I Hire My First Technician?Answer
- AYCE (All You Can Eat)Glossary Term
- ITILGlossary Term
Related KPIs
- Endpoints per TechnicianThe number of fully managed endpoints supported for each service technician, a measure of delivery capacity and staffing efficiency.
- Average Hands-On Time per TicketThe average technician labor time logged against each reactive ticket, as opposed to the calendar time it stayed open.
- Managed Services Gross MarginThe gross margin earned on recurring managed services agreements alone, after the labor and tools needed to deliver them.
- Patch Compliance RateThe share of managed endpoints with critical and high severity patches installed within the patch SLA.
Glossary and Answers
More in Service Desk
How fast and how well the help desk answers clients, and how much noise the managed estate produces. These numbers show whether support is keeping clients happy at a cost the agreements can carry.
- Aged Ticket BacklogService Desk Manager
- Client Satisfaction (CSAT)Service Desk Manager
- First Contact Resolution (FCR)Service Desk Manager
- First Response TimeService Desk Manager
- Mean Time to Resolve (MTTR)Service Manager
- Ticket Reopen RateService Desk Manager