ZenDesk Zatistics

December 2015 -- January 2016


1. January's numbers prove that a new semester or quarter is a prime time for questions/issues/tickets.
2. Even though ticket submissions doubled, we were still able to maintain our high level of customer service and solve all that came in while decreasing our first reply time.

Compilation & Comparison of Zendesk Results

September 1, 2015 - November 29, 2015
157 new tickets
155 solved tickets
489 Agent Touches

First Reply Time

0 - 1 hours--35%
1 - 8 hours--29%
8 - 24 hours--22%
>24 hours--14%
13.2 hrs average

December 1, 2015 - January 28, 2016
76 new tickets
77 solved tickets
214 Agent Touches

First Reply Time
0 - 1 hours--44%
1 - 8 hours--28%
8 - 24 hours--13%
>24 hours--15%
12.7 hours average


Each ticket still requires approximately 3 messages/touches from us. This could be reduced by educating PoCs and students on the most efficient way to submit information within tickets. The more details they provide from the start, the fewer questions we need to ask.

Almost half of the time, we answer tickets within minutes of receiving them. Three-quarters of the time, we answer withing one working day.

Data doesn't tell the whole story. Solid working relationships are formed when providing good customer service. Many of these tickets required phone calls, logging in as students, and contact with Curriculum Providers.

The same time period in 2014-2015:
  • 184 new tickets
  • 168 solved tickets
  • 578 agent touches
  • 8.5 hours First Reply Time

  • We have reduced both the number of new tickets and our agent touches by approximately 60%. This indicates that our PoCs (and by extension, the students) are very comfortable with the systems in place and able to troubleshoot many issues that arise before contacting support. A reduction in agent touches means that 1) when they do send in a ticket, they are better at including all necessary information in the initial message, and 2) the team overall is more knowledgeable regarding ticket solutions.

Next steps...

  1. Continue to become more familiar with our technology so that we are prepared with an answer when a problem arises.
  2. Provide tools, guides, educational resources, etc. for students and administrators that will enable them to recognize and solve common issues. This increases efficiency all around.
  3. Offer on-site visits to maintain collegial relationships, show our support for students and PoCs, and observe the programs in action.
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