🎧 Customer Support report
Mon 8/24/26 to Sun 8/30/26
Report generated: Mon 9/21/26 @ 10:24pm 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 8/24 | 19 | 10 | 3 | 4 | 2 | 0 |
| Tue 8/25 | 23 | 13 | 1 | 1 | 2 | 0 |
| Wed 8/26 | 12 | 6 | 1 | 2 | 1 | 0 |
| Thu 8/27 | 12 | 4 | 2 | 4 | 1 | 0 |
| Fri 8/28 | 17 | 10 | 4 | 0 | 0 | 0 |
| Sat 8/29 | 0 | 0 | 0 | 0 | 0 | 0 |
| Sun 8/30 | 1 | 1 | 0 | 0 | 0 | 0 |
Business hours only. Rows do not sum to messages in: 12 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
⚠️ 47 of 56 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 2026-08-31 --threads threads.md, read and judge them, then --verdicts verdicts.jsonl, then re-run this report.
9 of 56 closed threads judged: 3 answered, 2 bad closes, 4 not a support request.
❌ We never replied (1)
21529rentapplication.net
Client forwarded a billing question about a Command Investigations invoice; the only activity is an internal note asking whether to forward it to billing, and we never replied.
You've reached Rent Application's support, this is really a question for Argus Verify. I've cc'd the appropriate contact there to assist
❌ We replied and it missed (1)
21411advrep.com
Client asked us to re-confirm a hire date that came back identical to the applicant's date of birth; we answered a different question about applicant document emails three times across two follow-ups, and our own internal note says the reply does not make sense.
The hire date provided in the returned results is the same as the applicant's date of birth.
📈 Against your own baseline
| This week | 4w baseline | ||
|---|---|---|---|
| Tickets in | 56 | 59 | flat |
| Messages in | 84 ↓ | 104 | -19% |
| Closed | 56 | 58 | flat |
| Still open | 0 | – | |
| Median response | 38m | 43m | flat |
| p90 response | 3.9h | 3.8h | flat |
| Still waiting | 0 | – |
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 | 38m | half were faster |
| p75 | 1.9h | |
| p90 | 3.2h | 10% waited longer than this |
| p95 | 5.1h | |
| p99 | 7.8d | 1% waited longer |
| max | 29.3d |
| Answered | Messages | Share |
|---|---|---|
| < 1 business hour | 233 | 60% |
| < 4 hours | 359 | 92% |
| < 1 business day | 379 | 97% |
| < 3 business days | 384 | 98% |
| > 7 business days | 5 | 1.3% |
391 inbound messages over the trailing 4 weeks. A single week is too few messages for a p99 to mean anything.
⚡ What changed
- 4 tickets have been waiting on a reply for more than 7 business days, the longest 28.7d.
🔍 DIAGNOSIS
Why, and who it is coming from.
⏳ Where the time goes
65.4d of business time across 56 tickets, 26% of it waiting on us.
| Owed by | Hours | Share |
|---|---|---|
| Us | 16.9d | 26% |
| The client | 48.5d | 74% |
| Our time per ticket | ||
|---|---|---|
| p50 | 45m | half held us less |
| p90 | 6.0h | the tail that sets the week |
| max | 3.8d |
Derived from message timestamps, not from Freshdesk status. A span that starts with a customer message is ours until we reply; one that starts with our reply is theirs until they write back. Private notes move nothing. Business hours only, and the clock stops when a ticket closes. Tickets still open are counted to now, so their share can only grow.
🏢 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 |
|---|---|---|---|
| 3rddegreescreening.com | 4 | 0.8 | +433% |
| keely@ | 3 | ||
| jimmy.waters@ | 1 | ||
| advrep.com | 5 | 2.2 | +122% |
| verifications@ | 3 | ||
| ryarbrough@ | 1 | ||
| emagee@ | 1 | ||
| srascreening.com | 9 | 7.2 | +24% |
| sorders@ | 3 | ||
| cgajjar@ | 2 | ||
| ckranz@ | 2 | ||
| rentapplication.net | 2 | 1.0 | +100% |
| support@ | 2 | ||
| sorenson.com | 1 | 0.0 | new |
| mwalton@ | 1 | ||
| smarthrcheqs.com | 1 | 0.0 | new |
| ccogdill@ | 1 | ||
| jdp.com | 1 | 0.0 | new |
| nimirasweet@ | 1 | ||
| gips.org | 1 | 0.0 | new |
| cperkins@ | 1 |
🏷️ Tags applied
Computed from the store, not inferred.
- 9Escalated
- 6provided_contact_info
- 1linear_ticket_pending
💬 Themes
Inferred: read from the ticket bodies, not computed.
Parchment run without approval, or not run at all
Six tickets, the week's most expensive pattern because each one carries a fee the client did not authorise or a verification that never started.
- 20989 escalated file where the education order sat without the Parchment step being taken
- 21364 escalated file needing the same step chased by the client's QA team
- 21449 client wrote in under the subject "PARCHMENT NOT RUN"
- 21500 escalated file where the education path had stalled
- 21524 client disputing a Parchment fee on an order they had not approved
- 21617 second "PARCHMENT NOT RUN" from the same client two days later
Automated employment research returning the wrong answer
Five tickets where the automation answered and the answer was wrong, which is worse than not answering: the order closes and nobody looks again.
Work not visible to the client, or not done when they expected it
Five tickets that are all the same complaint in different words: the client cannot see that anything happened.
Verification questions asked inconsistently
Two long threads, eleven and nine messages, both spent establishing what should have been asked the first time.
SLA expiry and routing
Two tickets where the clock or the routing, not the work, was the complaint.
🌟 PRAISE
Client praise, in their words.
No noteworthy praise this week.