Subject: Your Zendesk Support usage stats for March 2018
From: Zendesk <[email-masked]>
To: <[email-masked]>
Date: Thu, 05 Apr 2018 08:40:47 +0000

# Monthly Snapshot #

Borderlinx
March 2018

Your industry - Make your selection: https://mandrillapp.com/track/click/30068863/borderlinx.zendesk.com?p=eyJzIjoiN1RrTjNvQWFuSGpZQ3dLWExmbXZGUjNzdnNBIiwidiI6MSwicCI6IntcInVcIjozMDA2ODg2MyxcInZcIjoxLFwidXJsXCI6XCJodHRwczpcXFwvXFxcL2JvcmRlcmxpbnguemVuZGVzay5jb21cXFwvYWdlbnRcXFwvYWRtaW5cXFwvYmVuY2htYXJrX3N1cnZleT91dG1fY2FtcGFpZ249bXVlLTMtMjAxOCZhbXA7dXRtX21lZGl1bT1lbWFpbCZhbXA7dXRtX3NvdXJjZT1tb250aGx5LXVzYWdlLWVtYWlsJmFtcDt1dG1fY29udGVudD0xMDQ1OTMxXCIsXCJpZFwiOlwiMjJlNmUzMTdjODIzNDc0M2EwM2UxZTc5YWQxM2JhYmJcIixcInVybF9pZHNcIjpbXCI1ODNiMjVmYjk2YjZhYTMwNDZiMzg3NjE1MjIwMmM5NjNhYzI2NGI0XCJdfSJ9

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

Nice! Decreased by 18.3 hours this month.

 * THIS MONTH: 15.1 hrs
 * LAST MONTH: 33.4 hrs
 * BENCHMARK: 21.5 hrs

Your first reply time is 6.3 hours shorter than the average Zendesk Support customer.
This is better than 65.0% of other Zendesk Support customers.

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

Oh no! Decreased by 0.2% this month.

 * THIS MONTH: 55.6%
 * LAST MONTH: 55.8%
 * BENCHMARK: 37.8%

Your one-touch resolution percentage is 17.9% higher than the average Zendesk Support customer.
This is better than 76.9% of other Zendesk Support customers.

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

Nice! Increased by 3.8% this month.

 * THIS MONTH: 84.6%
 * LAST MONTH: 80.8%
 * BENCHMARK: 94.7%

Your customer satisfaction rating is 10.1% lower than the average Zendesk Support customer.
This is better than 22.8% of other Zendesk Support customers.

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## Want to improve these numbers? ##

Increase customer satisfaction while reducing support costs with effortless self-service powered by Machine Learning. Zendesk Guide and Answer Bot automatically provide your customers the most relevant answers for a faster self-service experience while reducing the number of simple, one-touch tickets.

 * Learn More: https://mandrillapp.com/track/click/30068863/www.zendesk.com?p=eyJzIjoieWZUdFRXanFBUlVMZGFSQTR0YURhZkJ0M09JIiwidiI6MSwicCI6IntcInVcIjozMDA2ODg2MyxcInZcIjoxLFwidXJsXCI6XCJodHRwczpcXFwvXFxcL3d3dy56ZW5kZXNrLmNvbVxcXC9hbnN3ZXItYm90XFxcLz91dG1fY2FtcGFpZ249bXVlLTMtMjAxOCZhbXA7dXRtX21lZGl1bT1lbWFpbCZhbXA7dXRtX3NvdXJjZT1tb250aGx5LXVzYWdlLWVtYWlsJmFtcDt1dG1fY29udGVudD0xMDQ1OTMxXCIsXCJpZFwiOlwiMjJlNmUzMTdjODIzNDc0M2EwM2UxZTc5YWQxM2JhYmJcIixcInVybF9pZHNcIjpbXCJlMmE1ZTFlZWRjMDcwOWMwZGVmNThiNDViMzIwMmFmODJmZTUyYWRlXCJdfSJ9

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

 * Americas   +1.415.418.7506
 * Europe   +44.20.3355.7960
 * Asia Pacific   +61.3.9008.6775

Note: These stats don’t include custom filtering based on ticket tags, fields, or other attributes, but you can perform custom reporting using our analytics platform, Insights.

zendesk.com

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