The Support Ledger · Counselling Tutor

Today

operational health · right now

3 new tickets today 0 autoreplies/no-response excluded

19 open right now unresolved across the queue

42d 23h oldest open ticket #10380 · safety net

0 unhappy ratings today 1–2 star · early warning

Signals

spike & anomaly watch · last 7 days vs prior 6 weeks

NORMAL Overall volume 109 in the last 7 days -9% vs 6-wk avg · 4 signals above normal

7 weeks

Ticket type▲ ×6.0

Uncategorised

15 last 7d
vs 2 avg

ticket type

Ticket type▲ +60%

Billing • Cancellation • Refund

16 last 7d
vs 10 avg

ticket type

Ticket type▲ +125%

Content Access Issue

6 last 7d
vs 3 avg

ticket type

Ticket type▲ +104%

Account Login Issue

19 last 7d
vs 9 avg

ticket type

This Week

20 Aug – 22 Aug · so far vs 13 Aug – 19 Aug

35 real tickets ↓ -73 vs last wk

43% human response ↓ -24.7pp vs last wk

15.3h avg resolution ↓ -16.5h vs last wk

2.9h Maria's hours (est.) →

By ticket type

Uncategorised10

Account Admin8

Campaign Reply5

Account Login Issue4

Course Admin3

Spam email2

Sales1

WebHealer Free CPD1

By product

No tags yet this week.

“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 109

Prior week 90

Category7 days trend 30-day

Billing, Cancellations & Refunds 22 → +5% 98 (3.3/day)

Other / New Issues 57 ▲ +33% —

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/no-response

Human response %

latest 68% · lower = Freddy deflecting more

Avg resolution (h)

latest 31.8h · lower is better

CSAT positive %

latest 100% · data from May 2026

Satisfaction

August 2026 · month to date

87.8% GREEN 43 positive / 49 responses ↑ +9.2pp vs July 2026 response rate 15.3% of real tickets

★★★★★Very happy39

★★★★☆Happy4

★★★☆☆Neutral0

★★☆☆☆Unhappy1

★☆☆☆☆Very unhappy5