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.
The Billable Hours by Company metric is a measurement of the total hours worked on billable tasks per company. It indicates the revenue generated by each company and helps in evaluating profitability and resource allocation.
The Open Tickets by Company metric in Freshdesk shows the number of unresolved tickets associated with each company that have not yet been closed or resolved by agents.
The Open Tickets by Tag metric provides an overview of all currently open tickets that are categorized with specific tags in Freshdesk.
The Pending Tickets by Source metric displays all the open support tickets in Freshdesk grouped by the source they are received from, allowing for easy tracking of ticket volume and trends.
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.
Overdue Tickets by Type metric gives the number of unresolved tickets past their due date, categorized by ticket type.
The Contacts by Company metric provides insight into the number of unique contacts associated with each company in a Freshdesk account. It helps identify which companies have the most contacts and enables better management of customer relationships.