It is important to the PAS team that our support is responsive, high quality and continuously improving. Below you will find some insight into our support group; ideally establishing a level of transparency and accountability that promotes these goals.

Let’s take a quick look at our most recent stats. For June, our member tickets looked like this:



Please note that the ‘Avg Time for Global Reply’ denotes how long, on average, it took us resolve a ticket, from submission by a member to closing by support staff. Resolution is from ticket open to close – not a first response time.

Most commonly, tickets that remain open more than 24 hours or so are a result of either a) waiting on a response from a room, or b) it requires technical intervention due to an error with incorrect data or a system bug.

By comparison, take a peek at July’s stats so far:



We saw a big influx of tickets this month – up nearly 350%. While initially the influx caused a few delays, we increased our staff and added weekend support to compensate and are now seeing response times closer to the previous level, with averages trending down. One recent addition (as of mid-April) to the help desk is designed to help understand the response time data further by use of a histogram. The chart below provides a better visual indication of how quickly most tickets are closed.



The number at the bottom of the histogram indicates number of days, so ‘0’ means that it was resolved within 24 hours, while ‘1’ indicates 24-48 hours, and so on.

We are constantly striving to improve the support experience, including improving the transparency and accountability of our support team. For example, we also have in place graphs that allow us to see the fastest and slowest tickets resolved, as well as remaining open tickets from a previous month, as well as the department and team member to which it is assigned. All of these metrics help us pinpoint problem areas and discover ways in which to make the process more timely and effective.