The art of support ticket composition for customers: a well-set task is half the battle


As of this writing, our support team has closed over 40,000 tickets, which took it about 90,000 man-hours. "Support" here means site improvements/adjustments as ordered by the customer, done promptly. This is a pay-by-the-hour deal. The tasks range from changing color of a button to adding ecommerce functionality to a site that has been around for several years. From the customer's perspective, the key metrics reflecting performance of the support team are: