Support Ticket Audit - Alex's Performance
Executive Summary
This audit evaluates Alex's performance across four support tickets (#17528, #17720, #18112, #19073) using three key criteria: timeliness of communication, quality of responses, and technical accuracy. Overall, Alex demonstrates strong technical knowledge and professional communication, with opportunities for improvement in response timing and follow-up strategies.
Audit Criteria & Scoring
Scoring Scale: 1-5 (1=Poor, 2=Below Average, 3=Average, 4=Good, 5=Excellent)
Ticket #17528 - "Can't use Templates"
Status: Closed | Duration: March 31 - April 25, 2025
Timeliness of Communication: 3/5
- Initial Response: 22 hours (good)
- Follow-up Pattern: Generally within 1-3 days
- Issue: 3-day delay after customer follow-up on April 3rd
- Customer Wait Time: Customer had to ask for updates twice
Quality of Responses: 4/5
- Clear acknowledgment of beta feature limitations
- Proactive investigation with evidence (confirmed behavior, provided Sentry logs)
- Professional tone throughout
- Good use of visual aids and testing demonstrations
- Effective workaround provided (removing existing content)
Technical Accuracy: 5/5
- Correctly identified AI templates incompatibility with symbols
- Accurate diagnosis of beta feature limitations
- Provided precise technical workaround
- Demonstrated thorough testing and verification
- Appropriately escalated to engineering when needed
Overall Score: 4/5
Ticket #17720 - "SVG Color Change"
Status: Closed | Duration: April 8-10, 2025
Timeliness of Communication: 4/5
- Initial Response: ~1.5 hours (excellent)
- Video Response: ~7 hours after request (very good)
- Follow-up: Within 17 hours with additional solution
- Quick closure after customer satisfaction
Quality of Responses: 5/5
- Provided multiple solution approaches (CSS + AI generation)
- Created custom Loom video demonstration
- Included relevant Stack Overflow reference
- Added visual examples and screenshots
- Offered alternative AI-based solution when customer struggled
Technical Accuracy: 5/5
- Accurate CSS solution for SVG color modification
- Correct implementation guidance
- Valid external resource references
- Appropriate suggestion of AI generation as simpler alternative
Overall Score: 5/5
Ticket #18112 - "Video not playing on Dev site"
Status: Closed | Duration: April 29 - May 22, 2025
Timeliness of Communication: 3/5
- Initial Response: ~7 hours (good)
- Investigation Period: 2-3 days between major updates
- Final Resolution: Provided within 24 hours of site access
- Issue: Long gap before final follow-up (May 22)
Quality of Responses: 4/5
- Methodical troubleshooting approach
- Clear explanation of Content Security Policy issue
- Provided specific technical solution with code examples
- Included relevant Shopify documentation
- Created explanatory Loom video
Technical Accuracy: 5/5
- Correctly identified CSP (Content Security Policy) issue
- Accurate diagnosis of media-src directive limitation
- Provided exact code fix needed
- Referenced appropriate Shopify documentation
- Distinguished between preview and live site behavior
Overall Score: 4/5
Ticket #19073 - "Visual Changes Failing with 'Information Too Large'"
Status: Solved | Duration: June 11-17, 2025
Timeliness of Communication: 4/5
- Initial Response: ~5.5 hours (good)
- Quick Resolution: Issue resolved in single exchange
- Closure: Appropriate 6-day wait before closing
Quality of Responses: 3/5
- Brief but accurate explanation
- Provided clear workaround
- Acknowledged beta limitations and error messaging issues
- Weakness: Could have been more detailed about why context size affects visual changes
Technical Accuracy: 4/5
- Correctly identified context size limitation
- Appropriate workaround suggested (new chat)
- Accurate acknowledgment of beta feature limitations
- Minor Issue: Could have explained the technical relationship between chat context and visual processing
Overall Score: 4/5
Summary Analysis
Strengths
- Technical Expertise: Consistently accurate diagnoses and solutions
- Professional Communication: Maintained professional tone across all interactions
- Visual Aids: Effective use of Loom videos and screenshots
- Comprehensive Solutions: Provided multiple approaches when possible
- Documentation: Good use of external references and documentation
Areas for Improvement
Timeliness
- Issue: Inconsistent follow-up timing, especially in complex tickets
- Recommendation: Implement standard check-in schedule (e.g., every 2-3 business days for open tickets)
- Example: Ticket #17528 had a 3-day gap requiring customer follow-up
Proactive Communication
- Issue: Customers occasionally had to request updates
- Recommendation: Provide regular status updates even when waiting on external dependencies
- Best Practice: Set expectations about next steps and timelines
Explanation Depth
- Issue: Some responses could benefit from more detailed explanations
- Recommendation: Include brief educational context to help customers understand underlying issues
- Example: Ticket #19073 could have explained why chat context affects visual processing
Best Practices Demonstrated
- Multi-modal Support: Combined text, videos, and screenshots effectively
- Solution Validation: Tested solutions before presenting to customers
- Alternative Approaches: Offered multiple solutions when primary approach was complex
- Professional Escalation: Appropriately involved internal teams when needed
Overall Performance Rating: 4.1/5
Alex demonstrates strong technical competency and professional communication skills. The primary improvement opportunity lies in more consistent and proactive communication timing, particularly for complex issues requiring investigation.