Support Queue Snapshot

Currently in the Support Queue	5
Currently Being Worked On	0
Unread	5

Support Queue Statistics

Over Last	12 hours	30 days
Received	5	184	How many requests we have received from customers (including ones to which we have yet to respond)
Seen In	NA	5 minutes	Time before the request is seen and prioritized
Staff Started Working On Requests In	NA	154 minutes	Time between receiving the request and us starting to work on it
Time To Handle Request	NA	37 minutes	Time between starting to work on a request and sending off the reply
Responded In	NA	287 minutes	Time from when we received the request to when we responded to it

The times listed are the times to deal with most (70%) of the requests.

How our support system works:

We receive a support ticket or email request from a customer. This arrives in an email inbox that our support staff share.
Our staff check new emails as they come in. They prioritize the requests (e.g. handling server down requests first).
We have a web interface our staff use to 'grab' an email, indicating they are working on it.
We have some software that records when the email was received and viewed. When our staff grabbed it to start working on it. And when they replied to the email.
We use this data to produce the information above.
To see your own requests, see your recent requests.