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Author Topic: MtGox: Delay in processing support requests  (Read 717 times)
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July 05, 2011, 11:34:25 PM

Cross-posted from MtGox: why is this ticket taking so long to get an answer?

That's the question many here are asking, and while I can only do my best to reduce this every day, let me provide some stats.

We switched to ZenDesk from regular email support when we started reaching over ~200 emails per day, because it was way too much to handle. ZenDesk has nice reporting tools that allow us to see what's happening.

The event we had two weeks ago caused a huge spike in tickets, and switched our main priority from answering tickets (which we were still doing) to getting things back up.

We have hired some help, both permanent and temporary to keep with the current surge in tickets and keep up with the tickets in the future. Many of those tickets can be answered by some people after only a few hours of training ("how long does it take to withdraw to X?", "What is bitcoin?", "Why didn't you answer to my 6 previous tickets about why you didn't answer about my first ticket?", etc).

Let's start with resolution time as shown by ZenDesk. It's an important information. We try to resolve people's ticket (most of the time the resolution is just an automatic response about withdraw delays, what is bitcoin, etc).

We can see resolution time stalling around ~70 tickets solved per day for 20th week, and starting to go much higher starting on 27, once the site is back and we can start replying to everyone.

We are still really late on a lot of tickets, as can show this other set of values (source: GoodData with ZenDesk integration)

This is by week, and we can see  that last week (27th's week) we had a lot of activity, and there's still a lot remaining. I would say that all remaining tickets (there are about 1500 tickets waiting for reply at this time) will receive an answer by the end of the week middle of the month.

This all to say that everyone who contacted us will eventually get an answer. If your ticket was marked "solved" by error or because we believe your problem has been resolved (lots of "mtgox doesn't work" tickets) you can still re-open it easily. Please avoid opening more than one ticket for a given issue.

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