Support Queue Snapshot

Support Queue Statistics

	Over Last	12 hours	30 days
	Received	18	182	How many requests we have received from customers (including ones to which we have yet to respond)
	Seen In	18 minutes	7 minutes	Time before the request is seen and prioritized
	Staff Started Working On Requests In	20 minutes	151 minutes	Time between receiving the request and us starting to work on it
	Time To Handle Request	29 minutes	37 minutes	Time between starting to work on a request and sending off the reply
	Responded In	82 minutes	287 minutes	Time from when we received the request to when we responded to it

The times listed are the times to deal with most (70%) of the requests.

About This Page

How our support system works:

• We receive a support ticket or email request from a customer. This arrives in an email inbox that our support staff share.
• Our staff check new emails as they come in. They prioritize the requests (e.g. handling server down requests first).
• We have a web interface our staff use to 'grab' an email, indicating they are working on it.
• We have some software that records when the email was received and viewed. When our staff grabbed it to start working on it. And when they replied to the email.
• We use this data to produce the information above.
• To see your own requests, see your recent requests.