Transparency in tickets – December 2015

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Following our announcement last month, we’re publishing the second set of support transparency figures.

In everything that Nimbox does, we hope to be transparent about how we work, how we secure your things, and how we aim to run our business in an altogether friendlier way.

This is what our support engineers were kept busy with in December 2015:

17 tickets;
21 telephone calls, with 11 of these resulting in tickets;
2 client workplace visits.

November’s 13.30 hour ‘first reply’ time? We smashed that. In December, 75% of tickets were answered within 1 hour, with a monthly average of 3.4 hours.

According to Zendesk, the average first reply time in our industry is 25.10 hours, so, we’re doing well.



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