Tag Archives: support

Transparency in tickets – March and April 2016

Nimbox Ticket Support Time

We’re a little late in publishing our ticketing transparency report for March and April. But, this is what our support engineers were kept busy with for the last two months: 65 tickets; 31 telephone calls, with 23 of these resulting in tickets; 2 client workplace visits. These figures are combined, and averaged. Even with that […]

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Transparency in tickets – February 2016

Nimbox Ticket Support Time

Following our ticketing software migration, this is what our support engineers were kept busy with in February 2016: 46 tickets; 18 telephone calls, with 11 of these resulting in tickets; 3 client workplace visits. We’ve not done as well this month, largely because of a surge in customers, on-boarding issues, and big feature releases. We can, […]

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We’re changing the way that we do support. Here’s why..

Nimbox and Groove

Ever since we founded Nimbox, way back in 2012, our team has dealt with thousands of support tickets. We’ve helped customers with feature walkthroughs, dealt with bugs, talked about new product requests, answered compliance questions, and overcome regulatory issues. We have picked up phone calls, Tweets, emails, and Facebook posts. Emma even answered a letter. So what is changing? From today, […]

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Transparency in tickets – January 2016

Avg. First Reply Time

As promised, this is what our support engineers were kept busy with in January 2016: 22 tickets; 11 telephone calls, with 3 of these resulting in tickets; 1 client workplace visit. November’s 13.30 hour ‘first reply’ time? December’s 3.4? We smashed them. In January, 75% of tickets were answered within 1 hour, with a monthly average of […]

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Transparency in tickets – December 2015

Nimbox Support Tickets Logged

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 […]

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Transparency in tickets

Nimbox Support

Big news. Today, for the first time, we are publishing our monthly support activity in numbers. 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 […]

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Need help? We’ve got a ticket for that

Nimbox Vault Support Desk

The past few months have been really exciting for the team at Nimbox, experiencing rapid user growth and geographical reach. People all across the world are using our products to protect their privacy, and to make their lives easier. But with the rapid growth in users, a rapid increase in support requests soon followed. Our team work […]

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