Why has the average ticket resolution time for Zendesk Support increased by 20% over the past month?

Introduction

The recent 20% increase in average ticket resolution time for Zendesk Support is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in the system. Has there been any significant update or feature release in Zendesk Support in the past month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the update's impact; if no, we'd look at other factors.

• Considering user segments, I'm wondering if this increase is uniform across all customer types. Are we seeing this 20% increase consistently across different customer segments or support tiers?

Why it matters: Helps identify if the issue is global or specific to certain users. Expected answer: The increase varies across segments. Impact on approach: If varied, we'd investigate segment-specific factors; if uniform, we'd look at system-wide issues.

• Thinking about the support process, has there been any change in the way we categorize or prioritize tickets in the last month?

Why it matters: Changes in ticket management can significantly impact resolution times. Expected answer: No changes in categorization. Impact on approach: If changed, we'd examine the new process; if not, we'd look at other operational factors.

• Considering external factors, have we seen any unusual spike in ticket volume or complexity recently?

Why it matters: External events can overwhelm support systems. Expected answer: Slight increase in ticket volume. Impact on approach: If yes, we'd investigate capacity issues; if no, we'd focus more on internal factors.