First-Call Resolution Tracker
FCR is the leading indicator of customer satisfaction and the largest lever on helpdesk cost. Track it weekly by category, agent and channel.
Who it's for
Helpdesk leads, quality assurance leads, CSAT-driven ops teams.
How to use this template
- 1Sample 20+ tickets per category per week, not 100% — sampling beats heroics.
- 2Calibrate the definition of 'resolved on first contact' across the team.
- 3Track trends, not raw numbers — week-on-week movement matters more than absolute level.
Licence
Free to use commercially. Adapt freely for your organisation — attribution to Nightingale Software is appreciated but not required.
BirdCall
Skip the spreadsheet — get the software.
BirdCall
Helpdesk & case management
This template is a great starting point. The BirdCall product turns it into a live system — with reminders, audit trail and the rest of the workflow built in. Free Starter tier, no credit card required.
Keep going
Related resources
Template · Markdown
Helpdesk SLA Template
An SLA template for small and medium UK helpdesks. Covers first-response, resolution and escalation targets by ticket type.
Template · CSV
Ticket Triage Matrix
A priority × impact triage matrix for helpdesk tickets, with worked examples for IT, facilities and internal-customer ops.
Guide · 11 min
Designing helpdesk SLAs your team can actually hit
How to design helpdesk SLAs that drive the right behaviour without burning out the team, with realistic targets by ticket type.
Guide · 10 min
Case management vs ticketing — pick the right model
When to use simple ticketing and when to step up to case management, with examples from regulated industries.
Guide · 11 min
Helpdesk staffing — the formulas that actually predict load
Erlang-C, AHT and ticket-driven staffing formulas explained for small-team helpdesks, with worked examples.