Ticket load per endpoint

Definition

How many support tickets a managed device generates in a month, on average.

Why It Matters

It is the number that says whether a flat per-seat price is profitable, because the price is fixed and the work is not. A client running three times the ticket load of the book average is being subsidised by everyone else, and the shop usually knows which client it is without knowing the figure. Ask for tickets per endpoint by client for a year: the top two names explain most of the labor cost, and they are the two a new owner has to reprice or lose.