Subject: Your Zendesk Support usage stats for April 2017
From: Zendesk <[email-masked]>
To: <[email-masked]>
Date: Fri, 05 May 2017 08:47:56 +0000

# Monthly Snapshot #

Borderlinx
April 2017

Your industry - Make your selection: https://mandrillapp.com/track/click/30068863/borderlinx.zendesk.com?p=eyJzIjoiR0Y0VE9Ha3BvV1JTWmNSWTNpTzF2Rm9oazEwIiwidiI6MSwicCI6IntcInVcIjozMDA2ODg2MyxcInZcIjoxLFwidXJsXCI6XCJodHRwczpcXFwvXFxcL2JvcmRlcmxpbnguemVuZGVzay5jb21cXFwvYWdlbnRcXFwvYWRtaW5cXFwvYmVuY2htYXJrX3N1cnZleT91dG1fY2FtcGFpZ249bXVlLTQtMjAxNyZhbXA7dXRtX21lZGl1bT1lbWFpbCZhbXA7dXRtX3NvdXJjZT1tb250aGx5LXVzYWdlLWVtYWlsJmFtcDt1dG1fY29udGVudD0xMDQ1OTMxXCIsXCJpZFwiOlwiNmRkMmI2YzFlODE3NDhhNGFlMGU0NTZlNThiMjMwOWZcIixcInVybF9pZHNcIjpbXCIxNjVhZjkyYjRhMDhhNWZmNTdjNTFjZDA2ZjBhZWMwOWJhNzIyMWZkXCJdfSJ9

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## First Reply Time ##
The time it takes for your agent to first respond to a ticket.

Nice! Decreased by 0.1 hours this month.

 * THIS MONTH: 18.3 hrs
 * LAST MONTH: 18.4 hrs
 * BENCHMARK: 22.9 hrs

Your first reply time is 4.6 hours shorter than the average Zendesk Support customer.
This is better than 60.3% of other Zendesk Support customers.

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## One-touch Resolution ##
The percentage of tickets resolved in one agent interaction.

Nice! Increased by 1.3% this month.

 * THIS MONTH: 41.3%
 * LAST MONTH: 40.0%
 * BENCHMARK: 38.6%

Your one-touch resolution percentage is 2.7% higher than the average Zendesk Support customer.
This is better than 53.2% of other Zendesk Support customers.

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## Customer Satisfaction ##
The percentage of customers rating your support as satisfactory.

Nice! Increased by 1.1% this month.

 * THIS MONTH: 84.3%
 * LAST MONTH: 83.1%
 * BENCHMARK: 95.2%

Your customer satisfaction rating is 11.0% lower than the average Zendesk Support customer.
This is better than 20.9% of other Zendesk Support customers.

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## Hungry for more? ##

Zendesk Insights gives you powerful analytics in the form of customizable reports and dashboards, so you'll never stop changing for the better.

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This report was prepared for you by the Zendesk Data team.

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