The team resolved 8,420 tickets across the quarter, up from 7,510 in Q1. Two agents joined in May, bringing the desk to nine. Even so, the tickets-per-agent load rose slightly, absorbed mostly by faster tooling rather than longer hours.
Median first-response time fell from 4.6 hours to 3.1 hours after the canned-reply library was rebuilt. Full resolution time was flat, since the slowest tickets are billing disputes that depend on the finance team.
Billing questions are the fastest-growing category and the least self-serviceable. The recommendation for Q3 is a dedicated billing macro set plus a short help-center article, before adding more headcount.
| Metric | Q1 | Q2 |
|---|---|---|
| Tickets resolved | 7,510 | 8,420 |
| Median first response | 4.6h | 3.1h |
| Satisfaction | 93% | 94% |