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MattScott

Tracking Customer Support

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Hi all,

 

Missed the holiday week while we had reduced staff answering support tickets.

Definitely saw a rise in tickets during that time.

 

As of today we have:

497 unanswered tickets (up 159 over the holiday)

677 total tickets (up 137 over the holiday)

 

We are answering tickets from 12/13 putting us back to 21 day turnaround.

We have a new CS starting on Monday, and all staff will be back in the office to help bring this back down.

 

Thanks,

Matt

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Hi all,

 

As of today we have:

380 unanswered tickets

590 total tickets

 

We are answering tickets from 12/21 which puts us at 3 weeks.

 

Thanks,

Matt

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Hi all,

 

As of today we have:

317 unanswered tickets

511 total tickets

 

We are answering tickets from 12/30 which puts us at 18 days to respond.

 

Thanks,

Matt

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Hi all,

 

Good momentum this week. The team put in a lot of hard work.

 

As of today we have:

240 unanswered/new tickets

386 total tickets (!!)

 

We are 2 tickets away from 1/8 which puts us at 16 days to respond.

 

Thanks,

Matt

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Hi all,

 

Another big push this week to try and get caught up.

 

As of today we have:

180 unanswered/new tickets

339 total tickets

 

We are now responding to tickets from 1/21 which puts us at 10 days to respond.

 

This is the lowest response time we have ever had.

The goal is to continue bringing it down until we reach industry standards.

 

Thanks,

Matt

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Hi all,


We had a bit of a rough week that required us to split time in Customer Service between older tickets and immediate item delivery issues on GamersFirst.com caused by moving the Citadel database. Everything has smoothed out now, but we fell behind a little overall.

 

As of today we have:

195 unanswered/new tickets

336 total tickets

 

We are now responding to tickets from 1/25 (almost 1/26) which puts us at 13 days to respond.

 

Thanks,

Matt

 

 

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Hi all,

 

Lots of support requests this week.

While there are a couple straggler Keys to the City tickets asking for back grants, we stayed on top of things pretty well.

 

As of today we have:

188 new tickets (which is lower than last week)

328 total tickets (which is lower than last week)

 

We are now responding to tickets from 1/31 (except for a couple KTTC tickets) which puts us at 15 days to respond.

 

Thanks,
Matt

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Hi all,

 

As of today we have:

185 new tickets

295 total tickets (I think this is the lowest we have ever been)

 

We are now responding to tickets from 2/9 (almost 2/10), which puts us at 12 days to respond.

 

Thanks,
Matt

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Hi all,

 

Very good Customer Support week!

 

As of today we have:

106 new tickets

233 total tickets

 

We are now responding to tickets from 2/17, which puts us at 11 days to respond.

 

Thanks,
Matt

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Hi all,

 

As of today we have:

154 new tickets

252 total tickets

 

While those numbers are higher, we are now responding to tickets from 2/28, which puts us at 1 week to respond.

 

Thanks,
Matt

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Hi all,

 

I need to make a correction to last week's numbers. Our CS manager was out, so Selali and I had to run the stats, and we messed up.

It turns out that we hadn't yet reached 2/28, so as we moved through tickets this week several players were confused.

There was also a general surge in tickets and players returning to check out the game.

 

With that course correction in mind, here are this week's numbers.

171 new tickets

281 total tickets

 

We are now responding to tickets from 2/29, which puts us at 13 days to respond.

 

Thanks,
Matt

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Hi all,

 

It appears that being told to stay home has inspired many players to check out or come back to APB.

We saw a massive amount of new and old players join the game this week which has led to much higher player populations on the servers.

We also saw a fairly large influx of new tickets asking for access to get back into accounts and other things with a spike on Monday and Tuesday. 

 

Along side that, my team transitioned to working remotely due to coronavirus which meant several days of getting setup and moving computers around.

 

However, I am very proud of our CS team. They hunkered down and powered through tickets - despite all the setbacks.

 

As of today we have:

148 new tickets

298 total tickets

 

And most impressively, we are now (for real this time) responding to tickets from 3/16, which means we are getting back to players in 4 days.

This is the lowest we have ever been.

 

Please stay safe and enjoy the extra mini-game events with our GMs this weekend.

 

Thanks,
Matt

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Hi all,


We had a lot of new tickets this week from more players returning.. up about 25% per day.

The team did a stellar job trying to answer as quickly as possible.

 

As of today we have:

198 new tickets

322 total tickets

 

We are responding to the last 6 tickets submitted on 3/20, so we're at 7 days to respond.

 

Thanks,
Matt

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Hi all,

 

I missed posting this yesterday.

 

With the significant rise in population, we are continuing to see lots of new tickets.\

 

As of today we have:

229 new tickets

364 total tickets

 

We are responding to tickets submitted on 3/27, so we're were at 7 days to respond yesterday.

 

Thanks,
Matt

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