We are excited to begin publishing HMIS Helpdesk Metrics on a quarterly basis. These reports are intended to provide greater transparency into HMIS support operations and give the community insight into Helpdesk activity, performance, and support trends throughout the year.
By sharing these metrics, we aim to provide a clearer understanding of the volume and types of requests received by the HMIS Team, highlight areas where additional training or documentation may be beneficial, and demonstrate our ongoing commitment to delivering timely and effective support to HMIS users. As this initiative evolves, additional metrics and reporting may be incorporated to provide further visibility into Helpdesk operations and community needs.
Helpdesk Metrics Reports
Dashboard Overview
Each report provides a snapshot of Helpdesk activity during the quarter. The report includes information related to ticket volume, response and resolution performance, request categories, and common support topics submitted by the HMIS community. The overview below explains the metrics currently included in each report and how they should be interpreted.
Tickets Overview
Metric |
Definition |
| Tickets Created | The total number of Helpdesk tickets submitted during the quarter. This metric reflects the overall demand for HMIS support and includes all ticket types received by the Helpdesk. |
| Solved Tickets | The total number of Helpdesk tickets that were marked as solved during the quarter. A solved ticket indicates that the requested assistance was provided and the issue was considered resolved. |
| Unsolved Tickets | The total number of Helpdesk tickets that remained open at the end of the quarter. This includes tickets in any status other than solved. |
| Average Time of First Reply | The average amount of time between ticket submission and the first response provided by a member of the HMIS Team. This metric measures how quickly the Helpdesk begins engaging with new requests. |
| Full Resolution Time Median | The median amount of time between ticket creation and ticket resolution. Using the median helps provide a more representative measure of resolution performance by minimizing the impact of unusually short or long-running tickets. |
| Reopened Tickets | The total number of previously solved tickets that were reopened because additional assistance was requested after the initial resolution. |
| One Reply to Resolution Rate | The percentage of tickets that were resolved following a single response from the HMIS Team and did not require additional follow-up prior to closure |
| Overall Satisfaction | The average satisfaction score received from Helpdesk surveys completed after tickets were resolved. This metric provides insight into the overall support experience of HMIS users. |
Example of report:
Metric |
Definition |
| Average Tickets Created By Hour | The average number of Helpdesk tickets submitted during each hour of the day throughout the quarter. This metric highlights when support requests are most commonly submitted and may help identify peak periods of Helpdesk activity. |
| Average Tickets Created By Day of Week | The average number of Helpdesk tickets submitted on each day of the week throughout the quarter. This metric provides insight into weekly support demand trends and identifies the days with the highest ticket volume. |
| Source of Ticket | A breakdown of how Helpdesk tickets were submitted, such as through the Helpdesk portal or email. This metric provides visibility into how users are accessing Helpdesk services. |
| Tickets created by Date | The total number of Helpdesk tickets created on each date during the quarter. This metric illustrates ticket volume trends over time and can help identify spikes in Helpdesk activity that may correspond to system updates, reporting deadlines, training initiatives, or other community events. |
Example of report:
Tickets Support Trends
Metric |
Definition |
| Ticket Created by Subject | A breakdown of Helpdesk tickets by subject area during the quarter. This metric highlights the types of support requests most frequently submitted by the HMIS community and helps identify topics that may benefit from additional training, documentation, or system guidance. |
| Resolution Time by Subject | The average time required to resolve Helpdesk tickets by subject area during the quarter. This metric provides insight into which types of requests are typically resolved more quickly and which may require additional research, troubleshooting, coordination, or follow-up before they can be completed. |
Example of report:
Tickets by Organization
Metric |
Definition |
| Total Tickets Per Organization | The total number of Helpdesk tickets submitted by each organization during the quarter. This metric provides visibility into overall Helpdesk utilization across the HMIS community and highlights organizations with the highest volume of support requests. |
| Top 5 Organizations - DQ related tickets | A summary of the five organizations that submitted the highest number of data quality related Helpdesk tickets during the quarter. This metric helps identify agencies seeking assistance with data quality concerns. |
| Top 5 Organizations - Report Related Tickets | A summary of the five organizations that submitted the highest number of reporting related Helpdesk tickets during the quarter. This metric provides insight into reporting support needs across the community |
| Top 5 Organizations - Training Related Tickets | A summary of the five organizations that submitted the highest number of training-related Helpdesk tickets during the quarter. |
Example of report:
Community Satisfaction
Metric |
Definition |
| Good vs Bad Satisfaction | A breakdown of customer satisfaction survey responses received during the quarter. Responses are categorized based on whether the rating was positive or negative and whether additional feedback comments were provided. This metric helps the HMIS Team better understand both overall satisfaction levels and the amount of qualitative feedback received from users. |
| Rated Tickets | An overview of ticket survey participation during the quarter. This metric compares the total number of solved tickets, the number of satisfaction surveys distributed, and the number of completed survey responses received. It provides insight into overall survey engagement and response rates. |
Example of report:
Quarterly Reports
Time Period |
Reports |
Notes |
2026 Q1 - (1/1/2026 - 3/31/2026) |
Link |
This quarter's Community Satisfaction rating is missing due to testing/implementing new process |
2026 Q2 - (4/1/2026 - 6/30/2026) |
Link |
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