This page shows how we did, what we're changing, and each person's goals for this week. The snapshot below is this week (June 27 – July 3) — an outage-heavy week: a site outage plus a big GGU access/400-error wave. The charts further down are the baseline month (May 10 – June 9). Check items off as you finish them — your checkmarks save on your computer.
Outage week: the team closed 80 tickets and Sakina cleared the whole overnight outage batch 👏. The red numbers are mostly the fresh evening wave (still unassigned) and outage tickets closed by backend fix without a note — both fixable with the three habits below. Same-day and 4-hour reply rates are measured again next week.
Most late replies are tickets that arrived after the morning batch or on weekends. Green = within target.
Logging in and getting access to courses is a third of everything — good answers here are worth turning into saved replies.
15 real questions were closed without a reply. Most of the "writing in again" volume traces back to these — answering the first message prevents the second one.
Every ticket gets an answer — or a one-line note saying why it doesn't need one. Closing a ticket without replying is how we ended up with customers writing in twice.
When you pick up a ticket, assign it to yourself. It's how we know what's being worked on — and how your work gets counted.
One tag per ticket so we can see patterns.
Every Friday we review these together. Same numbers, every week — so progress is visible and nothing slips quietly.
| What we measure | Where we started | This week (Jul 3) | The goal |
|---|---|---|---|
| Tickets waiting on us (unanswered messages) | ~9 | 34 | 0 |
| Tickets with no owner | 4 | 20 | 0 |
| Closed without a reply | 15 last month | ~28* | 0 |
| Students answered same day | 58% | measured next week | 100% |
| Instructors answered within 4 working hours | rarely | measured next week | every time |
| Oldest open request | 4+ months | ~5.3 months (#410) | younger every week |
| Tickets tagged | none | 71% | all |
Sakina covers Pakistan hours, Anam covers US hours. Between you, almost every weekday hour is covered — that's how we get to same-day for everyone.
Instructors run live classes; a fast "we're on it, answer by Thursday" beats a slow perfect answer. This also applies to instructor emails that land in the student inbox.