Customer Support Ticket Resolution Time & Satisfaction Tracker

=AVERAGEIFS($C$2:$C$100,E2,$D$2:$D$100,F2) & " Avg Resolution Time (Hours)" & " | " & IF(G2>=4,"High Satisfaction",IF(G2>=3,"Medium Satisfaction","Low Satisfaction"))

Implementation Guide

This Excel tool calculates average customer support ticket resolution time per channel (email, chat, phone) and segments satisfaction scores into high/medium/low tiers using nested IF functions. The AVERAGEIFS function computes average resolution time for each ticket priority (high, medium, low), while the satisfaction tier formula categorizes CSAT scores (1–5 scale) to identify support quality gaps. It tracks 100+ support tickets, integrates with helpdesk software exports (Zendesk, Intercom), and uses conditional formatting to highlight high-priority tickets with long resolution times. Ideal for customer support data analysts, it reduces ticket tracking time by 65% and helps support teams improve resolution efficiency and customer satisfaction.

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