The other day we received an email notifying us that statistics for web-support are available.  These give a helpful insight into how quickly we respond to and resolve support issues.

For instance, monthly ticket information shows that the number of queries resolved in a month is close to and sometimes exceeds the number of queries raised.

Most tickets are resolved within a day, with the average time to resolution being less than 5 days.  We get more than 50 support requests  per week, and 40% of these are resolved within the day.

Those that are not resolved as quickly are usually due to the complexity of the issue raised.

We manage support by splitting it across the team.  Members take it in turns to be supporter of the day, and are notified of new tickets by Instant Messenger.  If they cannot deal with a query themselves, they will assign it to colleagues within the team; but for most queries, any team member can deal with them.  We also have a list of solutions to common problems to which the supporter of the day can refer.

It’s worth reading our short tutorial, How to submit a support query, to ensure that you have included all the information we need to help you quickly.

We would also like to hear from colleagues about how we could make support more effective.