🎧 Customer Support report
Mon 8/17/26 to Sun 8/23/26
Report generated: Mon 9/21/26 @ 10:03pm Central
Last sync: Mon 9/21/26 @ 6:04am Central, 8,719 tickets.
Replayed: tickets and messages after that date are excluded, but each ticket's status is its status today, not its status then.
❤️ HEALTH
Is the desk ok right now?
📊 Activity
| Day | Msgs in | <1h | 1-2h | 2-4h | 4h+ | Waiting |
|---|---|---|---|---|---|---|
| Mon 8/17 | 19 | 10 | 1 | 1 | 1 | 1 |
| Tue 8/18 | 9 | 5 | 1 | 1 | 0 | 0 |
| Wed 8/19 | 13 | 5 | 3 | 0 | 1 | 0 |
| Thu 8/20 | 23 | 11 | 4 | 5 | 0 | 0 |
| Fri 8/21 | 24 | 9 | 5 | 2 | 1 | 0 |
| Sat 8/22 | 0 | 0 | 0 | 0 | 0 | 0 |
| Sun 8/23 | 0 | 0 | 0 | 0 | 0 | 0 |
Business hours only. Rows do not sum to messages in: 21 more were closed without a reply, nearly all of them a client saying thank you. The ones that were not are under Bad closes.
🚨 Needs attention now
4 messages are waiting on a reply. Longest first.
🔇 Bad closes
⚠️ 50 of 50 closed threads in this window are unjudged. An unjudged thread cannot appear as a bad close, so what follows is a floor, not the number.
To finish the window: python3 freshdesk/thread_evaluation.py --as-of 2026-08-24 --threads threads.md, read and judge them, then --verdicts verdicts.jsonl, then re-run this report.
📈 Against your own baseline
| This week | 4w baseline | ||
|---|---|---|---|
| Tickets in | 51 ↓ | 66 | -23% |
| Messages in | 88 ↓ | 114 | -23% |
| Closed | 50 ↓ | 64 | -22% |
| Still open | 1 | – | |
| Median response | 36m ↓ | 42m | 🟢 -15% better |
| p90 response | 3.1h ↓ | 4.3h | 🟢 -28% better |
| Still waiting | 1 | – |
Response times are per inbound message, not per ticket, and include messages still waiting at their elapsed-so-far duration. Dropping unanswered ones would mean ignoring a customer improved the percentile.
p90 is the number to watch: a fast median with a slow p90 is a desk that looks healthy and has a tail of people who were left.
Rows with – for a baseline are cohort-aged: this week's tickets are days old and earlier weeks' have had a month to close, so comparing them would read as worse every week no matter what.
⏱️ Response distribution
| Wait | ||
|---|---|---|
| p50 | 44m | half were faster |
| p75 | 1.8h | |
| p90 | 3.3h | 10% waited longer than this |
| p95 | 8.1h | |
| p99 | 8.2d | 1% waited longer |
| max | 29.3d |
| Answered | Messages | Share |
|---|---|---|
| < 1 business hour | 248 | 60% |
| < 4 hours | 378 | 91% |
| < 1 business day | 393 | 95% |
| < 3 business days | 402 | 97% |
| > 7 business days | 7 | 1.7% |
415 inbound messages over the trailing 4 weeks. A single week is too few messages for a p99 to mean anything.
⚡ What changed
- 3 tickets have been waiting on a reply for more than 7 business days, the longest 23.7d.
🔍 DIAGNOSIS
Why, and who it is coming from.
🏢 Who
Ranked by change against each company's own 4-week baseline, so a client going from one ticket to six outranks a steady heavy user.
| Company | Week | Baseline | Change |
|---|---|---|---|
| srascreening.com | 11 | 7.5 | +47% |
| ckranz@ | 5 | ||
| sorders@ | 2 | ||
| cgajjar@ | 2 | ||
| ezscreensolutions.com | 2 | 0.2 | +700% |
| briana@ | 1 | ||
| shea@ | 1 | ||
| sheridanig.com | 1 | 0.0 | new |
| cathy@ | 1 | ||
| robesoncountync.gov | 1 | 0.0 | new |
| patrick.cummings@ | 1 | ||
| pscprotects.com | 1 | 0.0 | new |
| mej@ | 1 | ||
| pbso.org | 1 | 0.0 | new |
| melvillen@ | 1 | ||
| dc.gov | 1 | 0.0 | new |
| anthony.biddiex@ | 1 | ||
| atlanticscreening.com | 1 | 0.0 | new |
| customercare@ | 1 |
🏷️ Tags applied
Computed from the store, not inferred.
- 12Escalated
- 6provided_contact_info
- 2dispute
💬 Themes
Inferred: read from the ticket bodies, not computed.
Automated research attaches the wrong company, and we pay for it
Four tickets where work was done against an entity that was not the employer. Three ended in a billing credit, which is the cost showing up directly.
- 20883 a VA Hospital order closed with Truv results belonging to Maxim Healthcare Services
- 21120 auto-closed as self-employment, apparently because the word "downstream" contains "own"
- 21139 dialer entered wellbehealth.com for hr@welbehealth.com, then missed on the recording that the employer uses TWN
- 21146 called the GE switchboard because Dart Logistics shares GE's address
Dates keep coming back wrong, and one is now a formal dispute
Five tickets. A wrong date is the error that returns as a reinvestigation rather than a question, and one of these already has.
- 20856 a hire date verified as 2020-08-06 recorded as 8 June 2020
- 20971 SCRA returned a few months of a 17-year service history and we reported only that
- 21017 two date formats in one result, leaving the client to guess February from December
- 21210 formal dispute: applicant says they started in March 2021, we reported November 2023, with a paystub attached
- 21219 the reinvestigation we opened with the verifier on that dispute
SLA expiry still is not firing
Five more tickets, the same pattern as last week. Orders run past their SLA, sit open, and a client tells us.
- 20871 several document-only orders past a 3-day SLA, closed on request
- 21047 six emails over seven days, closed only when asked, then still open on their side
- 21093 six files chased at once, three of them expiring that day
- 21139 no attempt of any kind for a week, and it was not flagged as no-valid-contact
- 21193 an email-only order with an invalid address that should have closed itself
The inbound AI agent is recording answers that do not match the call
Three tickets. This is the worst kind of error we make: it is invisible unless the client listens to the recording, and one of them did.
Blueprints do not do what the client agreed to
Three tickets from two clients, all the same shape: the configuration on the account does not match the SLA they signed up to, and support cannot change it.
Completed work does not arrive on the client's side
Four tickets, including one going the other way: an order they dispatched never reached us.
🌟 PRAISE
Client praise, in their words.
No noteworthy praise this week.