Recently, we've been looking back at last year from several different perspectives, for example a couple of weeks ago at this year's kickstart. With interest, I took a look at our Freshdesk ticketing system to see how 2022 looked in terms of customer support. The results warmed the Service Manager's heart: we performed excellently in all metrics compared to the global average.

When examining the data, it's fun to watch, for example, those spikes in the ticket trends: you can see when the stress testing period of new integration implementations has been running, which also effectively validates the function of error handling communication.

At the same time, of course, you have to exercise a little source criticism: for example, the results of the Resolution meter are determined based on how the tickets are classified, and worldwide there are certainly big differences between companies. It would be interesting to be able to analyze in more detail how well we perform in relation to similar operators.

Crunching the numbers, in any case these results are extremely good and we can be as satisfied with ourselves as our customers are. Thanks to all the skilled colleagues who have solved support requests with me! This is a good starting point to develop processes even further. We could challenge ourselves in 2023, for example, by classifying our service requests at a more precise level and by setting even clearer SLA goals for the levels.