🔧 Tracking Support Requests & Bug Reports

After go-live, the volume and severity of support requests and bug reports reflect your software’s reliability and usability. Monitoring these metrics protects user confidence and reduces long-term costs.

What to Track

• Ticket Volume: Number of helpdesk tickets and reported issues per week.
• Severity Mix: % critical vs. minor defects; defect recurrence rate.
• Response & Resolution: Mean time to acknowledge (MTTA) and resolve (MTTR).
• Defect Density: Bugs per release or per 1,000 lines of code (trend over time).

Why It Matters

A low, declining volume of issues signals strong development practices and effective training. Spikes indicate where to improve documentation, UX, or specific workflows—so you can act before productivity drops.

✅ Why WSI

WSI prioritizes robust engineering and thorough QA. We provide ongoing post-launch support, monitor key quality metrics, and implement preventive fixes that keep your system reliable as needs evolve.

Pro Tip: Tag tickets by feature and root cause. This reveals the few hotspots driving most issues and guides high-leverage fixes.

Strengthen reliability: Ask us about a lightweight quality dashboard and SLA plan. Contact Us