August was another busy month for our support team, with 832 tickets solved in total. Of these, 166 were high-priority – the kind of issues our clients really need us to resolve quickly.
We’re pleased to report that:
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97.08% of high-priority tickets were solved within the timescales set by our customers.
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Across all tickets, 90.99% were solved on time.
Although August’s overall performance dipped slightly compared to earlier months, our handling of urgent issues remained consistently strong. Clients can be reassured that when a critical problem arises, we act swiftly and effectively.
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| Good performance over the last 6 months |
Looking back over the last six months, a few trends stand out:
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High-priority tickets are always given the attention they deserve – month after month, we’re above 95%, peaking at an excellent 99.2% in April.
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Ticket volumes have eased slightly since the spring (down from 1,080 in March to 832 in August). That gives us some breathing space, but we’ll keep working to bring overall “on time” performance back up towards the mid-90s.
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Consistency is key – even with fluctuations, we’ve handled around 800–1,000 tickets every month, showing the reliability and resilience of the team.
In short: August showed that we can be relied upon when it matters most, and we’ll be focusing on lifting our overall response rates back up as we head into autumn.
