Quick Answer
Focus on First Response Time (FRT), First Contact Resolution (FCR), Escalation Rate to Engineering (<10% target), and Repeat Ticket Categories to systematically eliminate product friction.
Vanity metrics vs. operational health
Raw ticket count tells you volume, but not health. Tracking the percentage of tickets escalated to engineering reveals whether your frontline team has adequate documentation and technical training.
When engineering escalations remain under 10%, developers stay focused on building core product features rather than debugging routine merchant questions.
Support Genius
Support Operations Team
Specialists in Shopify app customer experience, living documentation, and technical triage.
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Not sure what support needs to change first?
A support assessment helps you identify the recurring questions, ownership gaps, and handoff issues that are taking time away from your product team.