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Northwind support: 2027 plan

We answered 48,000 tickets in 2026, up 30% on 2025, with the same team of 16.

First reply time rose from 2 hours to 5, and CSAT fell from 92% to 86%.

  • April: hire 4 agents
  • June: self-serve help center live
  • Goal: first reply under 2 hours
Support in 2026
More tickets, the same team, slower replies
48,000
Tickets
Up 30% on 2025
5 hrs
First reply time
Up from 2 hours
86%
CSAT
Down from 92%
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