Dear All
Kaseya Support has had an extremely busy month. Over and above our usual activities and responsibilities the staff have been working hard with our Version 6 beta sites, our KES 2.1 beta customers and have also been involved with our developers to bring some 380 pilot customers on to the new company portal.
With so many additional activities put into the mix this month our processes and systems were put to the test and I’m pleased to say they stood up well and allowed us to deliver against the extra tasks whilst meeting the requirements of our customers.

One of the predominant topics in your feedback surveys is that techs close tickets after sending a response which is causing some irritation among our customer base so I would like to explain the reasoning behind this as it has an operational significance. We are running a global operation on our current ticketing system with around 4000 tickets per month going through 4 tiers of support and development and spanning 15 areas of specialisation. As such it is important that we know when a customer has responded and by far the most reliable way currently, is to close the ticket as any response from our customer reopens the ticket and puts it to the top of the queue whereas setting to Awaiting User Feedback simply turns the hyperlink bold on receipt of a response and is not so easily spotted. This operational issue has been addressed in Service Desk and the ticket will stay open until closed either by mutual agreement or pre-determined expiry so we are all looking forward to going live on that soon.

So, to the results for this month and although due to the additional workload I was expecting to take a small hit, I’m delighted that we held onto our rating from last month – the aim remains to pass the 90% mark before the end of the year.

1 Read support policy? 90%
2 Used the KB? 80%
3 Speed and accuracy of initial response 86.4%
4 Handling where further escalated 88.2%
5 Handled in a timely fashion 85.4%
a Support Reps were knowledgeable 90.9%
b You were given good advice 86.4%
c Reps were courteous 99.1%
d Reps communicated clearly 95.5%
e Given regular progress updates 88.1%

Aggregated satisfaction value 89.0%

As usual, thank you all for taking the time to complete the survey
Best regards

Alan Davis
VP Global Product Services

Legacy Forum Name: Support Progress Report - August,
Legacy Posted By Username: alan.davis@kaseya.com