Points
You earn points by closing resolved tickets. The exact value depends on the ticket, and your difficulty setting multiplies it: easy tickets pay 0.8x, hard tickets pay 1.5x, everything else pays 1.0x.
Closing a ticket that is not resolved costs points instead: half the ticket’s value rounded up, with a minimum of 5. The dialog tells you the number before you commit. See Close a ticket.
Your points total sits next to your avatar in the top bar.
Tiers
Your tier is derived from your points total. There are eleven:
| Tier | Points |
|---|---|
| Rookie | 0 |
| Bronze | 100 |
| Silver | 300 |
| Gold | 750 |
| Platinum | 1,500 |
| Diamond | 3,000 |
| Master | 6,000 |
| Legend | 10,000 |
| Mythic | 15,000 |
| Apex | 25,000 |
| Eternal | 50,000 |
Your current tier shows under your username in the top bar, and Analytics has a Tier Progress section showing how many points you need for the next one.
Badges
Badges are one-off milestones, shown under Achievements in the profile menu. There are 17.
Tickets resolved: First Ticket (1), Getting Started (10), Troubleshooter (25), Helpdesk Hero (50), IT Veteran (100), Ticket Machine (250), Legend (500)
Voice calls completed: First Call (1), Call Master (10), Call Center Pro (25)
Login streak: Streak Starter (3 days), Dedicated (7 days), Unstoppable (30 days)
Points: 1K Club (1,000), High Roller (10,000)
Speed: Speed Demon, for resolving a ticket in under 60 seconds
Accuracy: Sharpshooter, for 90% or better accuracy across at least 20 tickets
Login streaks
Your streak appears next to your tier as a flame and a number, from day two onwards. One active day is not a streak, so nothing shows on day one.
Streak badges are kept once earned. Breaking a streak does not take the badge back.
Points are not certificates
Points and tiers are internal. Certificates are the shareable credential, and they are earned on lifetime tickets resolved rather than points. See Earn a certificate.