---
title: Kestrel Support weekly review
date: Week 41
---

# Kestrel Support: weekly review

## This week

- 1,006 tickets opened, 1,041 closed
- Median first response: 2.8 hours (target 4)
- Backlog down to 233 from 268
- Chat hand-off rule live for the billing queue

Notes: lead with the backlog, it's the number the ops director watches.

## Tickets by week

![Tickets opened per week, weeks 37 to 41](tickets-by-week.png)

## Queue health

| Queue | Open | Oldest (days) | Owner |
|---|--:|--:|---|
| Billing | 61 | 9 | Ruth |
| Accounts | 48 | 6 | Dev |
| Integrations | 72 | 14 | Ana |
| Hardware returns | 52 | 11 | Sam |

## Follow-ups

### Carried over

- Weekend rota for November still not agreed; Ruth to bring two options to the next review
  - Option A keeps the current four-person rota and adds an on-call fifth person for peaks
  - Option B moves to two-person weekend shifts with a Monday catch-up block
- The integrations backlog has grown three weeks in a row; Ana asked for one more engineer
  from the platform team for two sprints
- Hardware returns are waiting on the courier contract renewal, which procurement owns

### New

- Customer survey goes out on 3 November to everyone with a ticket closed in October
- The billing macro library needs a review before the price change on 1 December
- Two new starters join on 10 November and need shadowing slots on every queue
- Knowledge base articles for the new export feature are still in draft, owner to be agreed

<!-- notes: Ana's request for an engineer is not approved yet; don't promise it in the room. -->