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Help Desk Balanced Scorecard Metrics for Excel The most important aspect of any business is customer relationships if you can manage incoming requests process them in a timely manner then you will have a constant sales growth. Helpdesk plays a key role in this process. It is important to measure the performance of helpdesk as it is a good way to find out what is going bad in your customer support service. Keeping an eye on key performance metrics and improving your positions will return in a sales growth.