Counselling Tutor · Customer Support

The Support Ledger

Sunday 12 July 2026

Pulled live from Freshdesk
08:30 UTC · Sun 12 Jul 2026

▲ Support volume is spiking — 1943 tickets in the last 7 days · driven by No response required, Uncategorised, CPD Cancel + Refund. See Signals below.

Today

operational health · right now
2 new tickets today 0 autoreplies excluded
15 open right now unresolved across the queue
3d 15h oldest open ticket #10328 · safety net
0 unhappy ratings today 1–2 star · early warning

Signals

spike & anomaly watch · last 7 days vs prior 6 weeks
SPIKE Overall volume 1943 in the last 7 days +863% vs 6-wk avg · 5 signals above normal
7 weeks
Ticket type▲ ×65.6
No response required
1793 last 7d
vs 27 avg

ticket type

Ticket type▲ ×4.3
Uncategorised
15 last 7d
vs 4 avg

ticket type

Ticket type▲ ×4.4
CPD Cancel + Refund
17 last 7d
vs 4 avg

ticket type

Ticket type▲ +57%
CSR Cancellation
6 last 7d
vs 4 avg

ticket type

Product▲ +86%
TIP course
9 last 7d
vs 5 avg

product

This Week

9 Jul – 12 Jul · so far  vs  2 Jul – 8 Jul
1839 real tickets ↑ +1682 vs last wk
1% human response ↓ -64.8pp vs last wk
6.9h avg resolution ↓ -25.5h vs last wk
153.2h Maria's hours (est.) →

By ticket type

No response required1784
Uncategorised13
Course Query6
Account Login Issue6
Campaign Reply6
Spam email5
CPD Cancellation3
Course Admin3

By product

OLTC7
CPD Library6
SUP Course6
TIP course3
CSR2
WebHealer Free CPD1

“Human response” counts any agent reply (agent_responded_at). Freddy AI and Maria share this field in the API, so it is an approximation — true Freddy deflection lives in Freshdesk’s Freddy report.

Ticket Load

baseline vs other · last 7 days vs prior 7 · real tickets only
This week 1943
Prior week 127

Login & Account Access   Billing, Cancellations & Refunds   Other / New Issues

Category7 days trend 30-day
Login & Account Access 31 ▲ +15% 141 (4.7/day)
Billing, Cancellations & Refunds 46 ▲ +7% 169 (5.6/day)
Other / New Issues 1866 ▲ +3174% —

The two baseline categories are the perennial drivers of support load, matched by ticket type, tag, or subject keywords. A rising Other share means new kinds of issues are arriving — check Signals above for what's spiking.

Over Time

rolling 8 completed weeks · Thu–Wed

Weekly volume

real tickets   autoreplies
14 May16721 May14828 May3074 Jun24611 Jun23918 Jun15325 Jun1462 Jul157

Human response %

latest 66% · lower = Freddy deflecting more

Avg resolution (h)

latest 32.4h · lower is better

CSAT positive %

latest 100% · data from May 2026

Satisfaction

July 2026 · month to date
100.0% GREEN 34 positive / 34 responses ↑ +26.9pp vs June 2026 response rate 1.7% of real tickets
★★★★★Very happy34
★★★★☆Happy0
★★★☆☆Neutral0
★★☆☆☆Unhappy0
★☆☆☆☆Very unhappy0