How To Calculate Support Merge Request Rate in Xero | Arithmix

Support merge request rate is a metric that helps measure the efficiency of your support team in resolving customer issues. It is a calculation that shows the percentage of support requests that were resolved by merging them with existing tickets. This metric is particularly useful for businesses that receive a high volume of support requests and need to ensure that their team is working efficiently.

What Is Support Merge Request Rate?

Support merge request rate is a metric that measures the percentage of support requests that were resolved by merging them with existing tickets. This calculation is done by dividing the number of support requests that were merged with existing tickets by the total number of support requests received during a specific period of time. The resulting percentage shows how many support requests were resolved without the need for additional work from the support team.

For example, if your support team received 100 support requests in a week and 20 of those requests were merged with existing tickets, your support merge request rate would be 20%. This means that 20% of your support requests were resolved without the need for additional work from your support team.

When Is It Valuable To Calculate Support Merge Request Rate?

Support merge request rate is a valuable metric for businesses that receive a high volume of support requests. By measuring this metric, businesses can identify areas where their support team can work more efficiently and reduce the workload on their team. This can help improve customer satisfaction by ensuring that support requests are resolved quickly and efficiently.

Additionally, support merge request rate can help businesses identify patterns in their support requests. For example, if a large percentage of support requests are being merged with existing tickets, it may indicate that customers are experiencing similar issues. This can help businesses identify areas where they need to improve their products or services to reduce the number of support requests they receive.

Overall, support merge request rate is a valuable metric for businesses that want to ensure that their support team is working efficiently and that their customers are receiving the best possible support. By measuring this metric, businesses can identify areas where they need to improve and make changes to improve customer satisfaction.

How Do You Calculate Support Merge Request Rate in Xero

Xero 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 Xero 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 Xero, 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 Xero 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 Xero 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.