It is a great way to measure your customer satisfaction and response time.

Measuring customer satisfaction

You can set an SLA to measure customer satisfaction. For example you can measure that your customers rate your answers more than 4 stars 80% of the time.

Measuring response time

Support organizations like to measure the time to assign a ticket and the time to resolve it. For example: 90% of the tickets need to be assigned within 8h and resolved within 3 days.

You can also incentivize your support team to close tickets as fast as possible: 80% of all tickets should be assigned and resolved within 1 day.

Reports

You can define several SLAs based on ticket priority, queue and ticket originator. Go to the report to run them.