Subject: Your Zendesk Support usage stats for July 2017
From: Zendesk <[email-masked]>
To: <[email-masked]>
Date: Tue, 08 Aug 2017 08:50:06 +0000

# Monthly Snapshot #

Borderlinx
July 2017

Your industry - Make your selection: https://mandrillapp.com/track/click/30068863/borderlinx.zendesk.com?p=eyJzIjoiOW5JMVFjb2RYczMycUpYd0dWTUdEcnEzQ2tJIiwidiI6MSwicCI6IntcInVcIjozMDA2ODg2MyxcInZcIjoxLFwidXJsXCI6XCJodHRwczpcXFwvXFxcL2JvcmRlcmxpbnguemVuZGVzay5jb21cXFwvYWdlbnRcXFwvYWRtaW5cXFwvYmVuY2htYXJrX3N1cnZleT91dG1fY2FtcGFpZ249bXVlLTctMjAxNyZhbXA7dXRtX21lZGl1bT1lbWFpbCZhbXA7dXRtX3NvdXJjZT1tb250aGx5LXVzYWdlLWVtYWlsJmFtcDt1dG1fY29udGVudD0xMDQ1OTMxXCIsXCJpZFwiOlwiOTFkNThhOGQwNmYxNDQ1OGEzYjJmMjllYjhkN2YwZmVcIixcInVybF9pZHNcIjpbXCI1ODNiMjVmYjk2YjZhYTMwNDZiMzg3NjE1MjIwMmM5NjNhYzI2NGI0XCJdfSJ9

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

Oh no! Increased by 0.2 hours this month.

 * THIS MONTH: 19.4 hrs
 * LAST MONTH: 19.2 hrs
 * BENCHMARK: 22.1 hrs

Your first reply time is 2.7 hours shorter than the average Zendesk Support customer.
This is better than 56.3% of other Zendesk Support customers.

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

Nice! Increased by 7.2% this month.

 * THIS MONTH: 49.2%
 * LAST MONTH: 42.0%
 * BENCHMARK: 38.0%

Your one-touch resolution percentage is 11.1% higher than the average Zendesk Support customer.
This is better than 67.0% of other Zendesk Support customers.

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

Oh no! Decreased by 2.6% this month.

 * THIS MONTH: 76.8%
 * LAST MONTH: 79.4%
 * BENCHMARK: 95.1%

Your customer satisfaction rating is 18.3% lower than the average Zendesk Support customer.
This is better than 12.6% of other Zendesk Support customers.

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## Hungry for more? ##

Drill into what’s happening across your support organization and your customers’ experiences with Zendesk Insights. Or check out our latest Net Promoter Score® survey tool to measure your customers’ loyalty with your brand.

 * Go to Zendesk Insights: https://mandrillapp.com/track/click/30068863/borderlinx.zendesk.com?p=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
 * Check out NPS surveys: https://mandrillapp.com/track/click/30068863/borderlinx.zendesk.com?p=eyJzIjoiNVVROHBRbTQ3X3hZb1d6bDBwZ0J1VTBCX2Y0IiwidiI6MSwicCI6IntcInVcIjozMDA2ODg2MyxcInZcIjoxLFwidXJsXCI6XCJodHRwczpcXFwvXFxcL2JvcmRlcmxpbnguemVuZGVzay5jb21cXFwvYWdlbnRcXFwvI1xcXC9yZXBvcnRpbmdcXFwvbnBzP3V0bV9jYW1wYWlnbj1tdWUtNy0yMDE3JmFtcDt1dG1fbWVkaXVtPWVtYWlsJmFtcDt1dG1fc291cmNlPW1vbnRobHktdXNhZ2UtZW1haWwmYW1wO3V0bV9jb250ZW50PTEwNDU5MzFcIixcImlkXCI6XCI5MWQ1OGE4ZDA2ZjE0NDU4YTNiMmYyOWViOGQ3ZjBmZVwiLFwidXJsX2lkc1wiOltcIjRjMTU5NDk0ZjFjZGJhYzUwN2E3ZTk5MzNhZjY2OWYyYmRmMWIzNGVcIl19In0

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

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