In this demo you can test CKEditor AI hands-on. Start a chat in the AI side panel and use the chat history feature to switch between different document conversations. Use the Review feature to run grammar and style reviews, or use Quick actions, like rewriting and summarizing, directly on the text inside the editor.
Customer Support Metrics Report
Operational Summary – Second Half of 2025
Overview
This report summarizes customer support performance during the second half of 2025. It focuses on ticket volumes, response efficiency and common issue categories, based on internal operational data across all support channels.
The information below should be treated as an overview of observed trends rather than a detailed performance evaluation.
Support Process Overview
The diagram outlines our internal customer support process, showing how incoming requests are handled across multiple support tiers based on complexity.
Customer inquiries are initially managed by Tier 1: Frontline Support, which is responsible for triage and resolution of common issues. More complex cases are escalated to Tier 2: Technical Support, where deeper technical investigation is performed.
High-impact or unresolved issues are handled by Tier 3: Escalation Team, which coordinates with internal experts as required. Specialist Teams support Tier 2 and Tier 3 by providing domain-specific expertise, while typically remaining non-customer-facing.
The process is designed to allow flexible movement between tiers, supporting efficient resolution and appropriate escalation when needed.
Ticket Volume
During the reporting period, the support team processed 184,600 tickets, representing an increase of 11% compared to the previous period. Ticket volume peaked in September and gradually stabilized towards the end of the year.
The increase was primarily driven by onboarding-related questions and product configuration requests.
Channel Distribution
| Channel | Share of Tickets | Change vs. Previous Period | Avg. First Response Time |
|---|---|---|---|
| 54% | -3% | 3.1 hours | |
| Live Chat | 31% | +5% | 1.2 hours |
| In-App Support | 15% | -2% | 2.4 hours |
Email remained the dominant support channel, although live chat usage continued to increase, particularly among larger accounts.
Resolution Efficiency
Average response and resolution times showed minor improvement compared to earlier in the year.
- Average first response time: 2.4 hours
- Average resolution time: 18.7 hours
- Tickets resolved within 24 hours: 68%
More complex cases, especially those related to integrations, required additional follow-up and were not consistently resolved within standard timeframes. While faster response times were generally appreciated, qualitative feedback indicates that communication consistency played an equally important role in overall customer perception.
"Faster responses were helpful, but consistency in follow-up communication had a bigger impact on our overall experience."
— Enterprise customer, post-resolution survey
Common Issue Categories
The most frequently reported issues were:
- Account access and authentication
- Billing and invoice related questions
- Feature usage clarification
- Integration setup
- Performance-related concerns
Billing-related requests declined slightly, while integration-related inquiries increased towards the end of the period.
Customer Satisfaction
Customer satisfaction was measured through post-resolution surveys. The overall response rate remained stable throughout the reporting period.
- Average CSAT score: 4.2 / 5
- Survey response rate: 27%
Feedback most often referenced response time and clarity of follow-up communication as areas for improvement, particularly in cases involving multiple handovers or escalations.
Identified Bottlenecks
Internal review identified several operational areas that may require further attention:
- Delays in ticket reassignment for escalated cases
- Inconsistent categorization of incoming requests
- Limited coverage during selected regional peak hours
While these issues did not materially impact aggregate performance metrics, they were visible in individual case handling and customer feedback.
"The issue was eventually resolved, although it was not always clear who was responsible for the case during escalation."
— Key account feedback, quarterly review
Summary
Overall support performance remained within expected operational ranges. Most key indicators were stable, with moderate improvements observed in response efficiency. At the same time, the data suggests that further improvements in communication clarity and escalation handling could positively impact customer experience in future reporting periods.
Read more about the AI capabilities in the documentation.
Check the source code for this demo.