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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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