Support Team overview: Clients' feedback and interactions over the last quarter
For our first quarter of 2025 Support has received a total of 2,966 tickets.
At a high level (Level 1), we have applied 4 main categories: Questions and How to’s, Bugs, Feedback, Performance issues. We also track requests that can only be be completed by a SuperAdmin
For Q1 we received :
1,366 questions
725 bugs were reported in Zendesk
247 submissions of product feedback,
40 reported instances of performance issues on the platform.
At level two, we've applied categories based on the main modules on the platform. At level 3 we categorize tickets based on some of the sub-features. For example, a ticket that has a client asking about setting up their mobile app would be: Questions > Mobile app > App Generation
When filtering client questions via level 3, we can see that during this quarter, the hottest topics were email sending, API integrations and mobile app generation.
This suggests that we may need to bolster client education in these areas, revamp the related info in our Knowledge Base or consider UI or journey changes.
Please note that this data also reflects the usage of certain modules: the more a module is used, the more likely we will receive questions or bug reports from it.
Bugs 🔎🐛
In the first quarter, our support team tackled a challenging set of issues, addressing a total of 286 bugs. Of these, 13 are still in the process of being resolved.
Please note that tickets are initially classified by team members, and occasionally, a ticket may be mislabeled. For instance, a ticket might be reported as a bug but later identified as a user error after further investigation. We regularly remind our team to update the internal issue type accordingly.
For those who are familiar (CSMs & QA teams, we see you and appreciate you ❤️), we encountered a few particularly impactful bugs that generated multiple tickets. Here are some examples:
We wanted to spotlight this particular bug, as it has been causing headaches for both our clients and our team for quite a while. This is one of those tricky bugs that is difficult to reproduce. Specifically, the Outlook issue has been a persistent challenge. However, we've made progress by narrowing down the investigation in collaboration with the Product team, demonstrating our commitment to resolving complex problems.
Product feedback 🗣️
As you may be aware, the support team handles a significant portion of the product feedback we get from clients. This quarter, approximately 251 insights were logged into Product Board (via Support).
As a team, it's encouraging to see that the feedback we share is continuously reviewed and, when relevant, linked to specific features in the roadmap. Here are a couple of examples:
"Right now, in order to see the form information for an event registrant and Admin must download an excel file. This makes it very difficult when working with the customer on event details. It was be VERY useful and save a great deal of time for those details to show when clicking the blue Details button for the order. Then, when registration is over, the excel file can be downloaded."
"The “MITCNC Beaver Bulletin” template for the MIT Club of Northern California has Events pulled in using the tool within the campaign template. Can the link pulled by the tool be updated from https://alumcommunity.mit.edu/networks/events/113549 to
💡 Processed by Marie to "Add group EVENTS in mail builder at global level" ideas
Last but not least, Latency! 🏆
Thankfully (and as per usual!)
We have had very few reports of performance issues on the platform. Our devs have been incredible with managing and improving our service level across the board.
To tackle platform latency and stability issues, the team focused on key updates—like React, core packages, and infrastructure—and rolled out performance testing using tools like Artillery and Playwright. These efforts led to noticeable improvements in metrics like FCP, TTFB, LCP, and CLS, with a few regressions pointing to areas we're continuing to explore.
So a big shout out to the product and tech teams for their concerted approach to addressing the platform's performance and instability issues through systematic testing, fixes, and prioritization of infrastructure updates.
Please note that tickets are initially classified by team members, and occasionally, a ticket may be mislabeled. For instance, a ticket might be reported as a bug but later identified as a user error after further investigation. We regularly remind our team to update the internal issue type accordingly.
