How To Calculate Support Merge Request Rate in Blackbaud | Arithmix

Calculating support merge request rate is an important metric for any organization that provides customer support. It helps to measure the efficiency of the support team and identify areas for improvement. In this article, we will discuss what support merge request rate is, when it is valuable to calculate it, and how to calculate it.

What Is Support Merge Request Rate?

Support merge request rate is the percentage of support requests that are merged into an existing support ticket. When a customer submits a support request, it is assigned a unique ticket number. If the customer submits another request that is related to the same issue, the support team can merge the new request into the existing ticket. This helps to keep all related requests together and makes it easier to track the progress of the issue.

The support merge request rate is calculated by dividing the number of merged requests by the total number of support requests received during a specific period of time. For example, if a support team received 100 support requests in a month and merged 20 of them into existing tickets, the support merge request rate would be 20%.

When Is It Valuable To Calculate Support Merge Request Rate?

Calculating support merge request rate is valuable for several reasons. Firstly, it helps to measure the efficiency of the support team. If a high percentage of support requests are being merged into existing tickets, it indicates that the support team is doing a good job of identifying related issues and resolving them quickly.

Secondly, it helps to identify areas for improvement. If the support merge request rate is low, it may indicate that the support team is not merging related requests as often as they should be. This could be due to a lack of training or a lack of understanding of the importance of merging requests.

Finally, calculating support merge request rate can help to improve the customer experience. When related requests are merged into existing tickets, it reduces the number of emails or phone calls that the customer needs to make. This can help to improve customer satisfaction and reduce the workload of the support team.

How To Calculate Support Merge Request Rate

To calculate support merge request rate, you will need to have access to the support ticketing system and the ability to generate reports. Follow these steps:

1. Generate a report that shows the total number of support requests received during a specific period of time.
2. Generate a report that shows the number of support requests that were merged into existing tickets during the same period of time.
3. Divide the number of merged requests by the total number of support requests received and multiply by 100 to get the support merge request rate as a percentage.

For example, if you received 100 support requests in a month and merged 20 of them into existing tickets, the calculation would be as follows:

(20 / 100) x 100 = 20%

So the support merge request rate for that month would be 20%.

By calculating support merge request rate, you can gain valuable insights into the efficiency of your support team and identify areas for improvement. It is a simple metric to calculate, but it can have a big impact on the customer experience and the success of your organization.

How Do You Calculate Support Merge Request Rate in Blackbaud

Blackbaud itself isn’t naturally geared towards letting you calculate complex metrics like Support Merge Request Rate. As an alternative, teams typically use products like Arithmix to import data from Blackbaud and build out dashboards.

What is Arithmix?

Arithmix is the next generation spreadsheet - a collaborative, web-based platform for working with numbers that’s powerful yet easy to use. With Arithmix you can import data from systems like Blackbaud, combine it with data from other systems, and create calculations like Support Merge Request Rate.

In Arithmix, data is organized into Tables and referenced by name, not by cell location like a spreadsheet, simplifying calculation creation. Data and calculations can be shared with others and re-used like building blocks, vastly streamlining analysis, model building, and reporting in a highly scalable and easy to maintain platform. Data can be edited, categorized (by dimensions) and freely pivoted. Calculations are automatically copied across a dimension - eliminating copy and paste of formulas.

Arithmix is fully collaborative, giving your entire team access to your numbers and the ability to work together seamlessly.

Calculating Support Merge Request Rate in Arithmix

Calculating metrics like Support Merge Request Rate is simple in Arithmix. Once you've created your free account, you’ll be able to import your Blackbaud data, and use it to create natural language formulas for metrics like Support Merge Request Rate.

Arithmix is designed to give you the power to build any calculations you want on top of your Blackbaud data, while also being easy to use and collaborate on. You can share your dashboards with users inside and outside of your organisation, making it easy to empower your whole team.