Transparency in tickets – August 2016

Nimbox Ticket Support Time

Our support desk figures in August aren’t the best, and there are a few reasons for that. We’ve been rapidly on-boarding enterprise customers, and because of this we’re discovering kinks in our systems that need fixing. Because of this, we’ve spent a lot of time with ‘open’ and ‘pending’ tickets.

We’re happily working on a plan, though, to ensure that support tickets are answered, and solved, in the least time possible.

Without further ado, this is what our engineers were kept busy with last month:

  • 98 tickets
  • 37 telephone calls, with 5 of these resulting in tickets
  • 4 client workplace visits

Just like in previous months, July saw a continued surge in customers, enterprise on-boarding issues, and a number of bugs. We also had a number of security vulnerabilities to tackle.