Our Support Desk team solved 867 support requests during October 2026. This represents a consistent level of activity compared to the 879 requests resolved in September, following the seasonal trend we typically see at this time of year.
We completed 92.04% of all requests within their target response and resolution times. For high-priority requests, the figure was 94.53%.
Our year-to-date totals for 2026 are as follows:
- 8,941 support requests solved.
- 8,229 completed within target response and resolution times.
- 1,544 high-priority requests completed within target.
Performance against our service level agreements improved this month, rising from 89.76% in September to 92.04% in October. This improvement was maintained despite a steady volume of incoming queries across our various software platforms.
The majority of requests related to Alpha Tracker, with 643 tickets resolved for users of that system. We also supported our other product families, including 21 tickets for Greenfield and 13 for others. Regionally, our UK team handled 707 requests, while our staff in Australia and New Zealand resolved 158 tickets for our clients in that region.
Data queries and document production remains a significant theme in the support requests we receive. We continue to address these through configuration improvements and by expanding our library of help resources. This month, we published 13 new knowledge base articles and identified 126 opportunities for further self-service improvements to help users find answers more quickly.
We would like to thank our Support Desk team for their hard work and our customers for their continued feedback and cooperation.
For more information on our support services, please visit the Start Software support page. You can contact the Support Desk through the usual channels if you require assistance.
Comments
Post a Comment