Quote from: frankmb on October 22, 2016, 02:25:21 AM

Quote from: MICRO on October 21, 2016, 06:05:12 PM

Quote from: 1982dre on October 21, 2016, 05:37:27 PM

Quote from: MICRO on October 21, 2016, 03:55:21 PM

Quote from: 1982dre on October 21, 2016, 06:20:03 AM

Quote from: MICRO on October 20, 2016, 09:04:37 PM

Quote from: 1982dre on October 20, 2016, 02:25:40 PM

Quote from: MICRO on October 20, 2016, 12:02:15 PM

I think this makes it pretty clear that we have one of the best supports around.

Ours average first reply time: 3.75h
Industry average: 18.1 hours

And that is while we are getting average of 340 tickets per week
Industry average 42 tickets

Lol, first reply says nothing. What are the numbers about lead time?

Everyone has to wait for weeks/months for a solutions and you keep saying the support is the best. That's sad. Cheesy

Only maybe 0.1% of people will wait more than 24h for solution.
I don't think you understand how many tickets we get per day.

So one ticket in 3 weeks will take longer then 24 hours on average. 1 in 1000 with 350 tickets a week.I don't know if you read the topic here and read the chat. I guess it is a little higher. LoL. Cheesy

No its not rly in last 6 months we only had 3 tickets take longer than 24h .

Atm there is one ticket for ApplePendenlium and i am waiting for developers to do full investigation on his account and tell me what to do .
And if he is correct we will compensate him a lot.

Lol I had two tickets. One took 2 weeks and the other more then a month. And I know a lot more people who are still waiting. Hope you aren't Pinokkio, you should have a nose to the moon.

I am talking about replies. Solutions can take a bit of time but also not to much.
I am looking at the zendesk stats now.
We do have to wait for people to reply back. And sometimes i need to get Admins or Devs involved.

Most of the time ticket takes longer is when we dont get reply (sometimes zendesk doesn't register it as reply to ticket and i don't see it.) so then its best bet if you don't get reply in 24h to make new ticket with reference to the original ticket.

Well also today some tickets will take time zendesk id down atm for some updates.

Well great job Micro you reply so fast at first.

Now it's time that PD thinks why do you guys have 340 tickets per week and industry average only 42.

Well we have ton more users than others.