answer.besimplified.com · community board · internal

Support Desk

Every open question and answer from the Simplified support board — who asked, who answered, and what's still waiting on a reply. For the support team & team leads.

Monthly activity — created vs first answers · click a bar to filter

Response latency — created → first answer / accepted · click to filter

Resolution state — click to filter

Needs attention — unanswered by age · click to filter

Backlog trend — gap between lines = open backlog

Questions by tag — click to filter

Creation heatmap — when tickets arrive (local time) · staffing signal

Tag trend — which product areas heat up, per month

Backlog by age over time — is the OLD backlog shrinking, or only the fresh one?

Agent scorecards — click a row to filter to their tickets

Team ranking — composite of resolution · speed · volume · prioritise the top performers

Client responsiveness — which askers accept answers promptly (green = proper support policy)

Issue type · resolution time — which categories take longest to resolve

Current workload — open tickets each person is engaged on now

Top askers — click to filter

Support Desk

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