ZenDesk Zatistics

March 2016

44 new tickets
43 solved
112 Agent Touches
12.1 hours First Reply Time (0-1 hour--47%)


We remain consistent with most data points from previous months, which indicates a commendable work standard and high level of customer service. This month there was an increase in the number of tickets requiring consultation with CAOLA and the Curriculum Providers.

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

January 29, 2016 - February 29, 2016
53 new tickets
52 solved tickets
148 Agent Touches

First Reply Time
0 - 1 hours--54%
1 - 8 hours--17%
8 - 24 hours--22%
>24 hours--7%
10.3 hours average

March 1 - March 31, 2016
44 new tickets
43 solved tickets
112 Agent Touches

First Reply Time
0 - 1 hours--47%
1 - 8 hours--18%
8 - 24 hours--18%
>24 hours--16%
12.1 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. Usually, the three touches include post-solution responses from the PoCs thanking us or informing us of their receipt of the message.

Approximately half of the time, we answer tickets within minutes of receiving them. Two-thirds 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:
  • 88 new tickets
  • 86 solved tickets
  • 337 agent touches
  • 13.1 hours First Reply Time

  • We have reduced the number of new tickets by 50% and our agent touches by approximately 66%. 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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