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DATASET RTSelf-reported · methodology below

Support statistics, month by month.

The dataset behind fact OP-01. A month is published from the monthly support report, since July 2026 from the support team’s KPI workbook, and then never touched again. 26 of 34 months met SLA — the misses are in the table, because a record with the misses removed would be worthless.

Window
2023-12 → 2026-09
SLA
First response ≤ 1 business hour
Source
Zoho Desk monthly reports; the support KPI workbook from July 2026
Months met
26 of 34
Missed
7 (99% or 98%)
Not reported
1

Monthly figures — full history

MonthTicketsSLA attainmentResultReport received
2026-0914298%Missed2026-10-21
2026-0815498%Missed2026-10-21
2026-07139100%Met2026-10-21
2026-06185100%Met2026-07-15
2026-05 †171100%Met2026-06-09
2026-0421799%Missed2026-05-08
2026-03166100%Met2026-04-07
2026-02168100%Met2026-03-12
2026-01203100%Met2026-02-16
2025-12206100%Met2026-01-12
2025-11223100%Met2025-12-09
2025-10239100%Met2025-11-10
2025-09248100%Met2025-10-07
2025-08256100%Met2025-09-08
2025-0725099%Missed2025-08-05
2025-06233100%Met2025-07-11
2025-05 †242100%Met2025-06-06
2025-0423599%Missed2025-05-14
2025-03237100%Met2025-04-04
2025-02220100%Met2025-03-04
2025-01269100%Met2025-02-04
2024-12206100%Met2025-01-06
2024-11177100%Met2024-12-10
2024-1019099%Missed2024-11-06
2024-09208100%Met2024-10-04
2024-08196100%Met2024-09-09
2024-07269100%Met2024-08-12
2024-06290100%Met2024-07-05
2024-05241100%Met2024-06-04
2024-04333100%Met2024-05-06
2024-03332100%Met2024-04-02
2024-0230899%Missed2024-03-04
2024-01459100%Met2024-02-02
2023-12382—Not reported2026-10-21

† Month attributed from the report’s receipt date or thread context, because the source email’s subject didn’t name the month cleanly. Correction of 21 October 2026: the row first published as December 2023 was January 2024’s report and is labeled January 2024 now; December 2023 carries the KPI workbook’s ticket count with no SLA figure. Details in the changelog below.

Full history · CSV ↓

Methodology

Source through June 2026: Zoho Desk monthly support reports, as circulated internally each month. Source from July 2026: the support team’s KPI workbook, read each month through Microsoft 365 — the ticket count is its team total, which matches the emailed reports in every overlapping month, and the SLA figure is its average of per-engineer SLA compliance, rounded to a whole percent. SLA: first response within 1 business hour. Figures are published exactly as the source states them: a month below 100% is shown as a miss, and a month whose source carries no SLA figure is shown as “not reported” rather than counted as met. The workbook’s SLA average and the emailed desk figure differ by one point in four of the eighteen overlapping months; the published figures were not restated.

This is v1 of the dataset. Per-ticket response-time percentiles (median and P90 first response, in minutes) are being exported directly from Zoho Desk and will extend this table — that upgrade will arrive as a dated changelog entry. The precise queue and business-hours definitions will be published verbatim with that export.

Changelog — this dataset

DateChangeBy
2026-07-29First 30 months of support statistics published (Dec 2023 → Jun 2026): 24 met, 4 missed at 99%, 2 not reported in source, 1 gap month (Jan 2024, no report in archive). Response-time percentiles (median/P90) to follow from the direct Zoho Desk export.Mike Mackey
2026-10-04July, August and September 2026 added with ticket counts read directly from the Zoho Desk API (tickets created in the month, all departments: 139, 154, 142) — the monthly report emails for these months had not arrived and the 30-day review was overdue. Their SLA figure shows 'not reported' until the reports arrive; the counts will not be changed silently. CSV export extended to 2026-09; methodology notes the second source.Mike Mackey (decision) · builder session (data pull)
2026-10-21Source switched to the support KPI workbook — the support lead's monthly ticket and SLA sheet, read through Microsoft 365 on request of 2026-10-21: from July 2026 the ticket count is the workbook's team total and the SLA figure is its average of per-engineer SLA compliance. Filled from it today: SLA for April 2026 (99, missed) and May 2026 (100), whose report emails omitted the figure, and for July (100), August (98, missed) and September 2026 (98, missed). Correction: the row published as December 2023 (459 tickets, month inferred from the 2 February 2024 receipt date) is January 2024 in the workbook and is now labeled so; December 2023 is added with the workbook's 382 tickets and no SLA figure; the earlier note that January 2024 had no report is withdrawn. The July and September 2026 ticket counts stand as published from the Zoho Desk API (139 and 142); the workbook's engineer-handled counts (131 and 146) are recorded in those rows' source notes. For the overlapping months January 2025 to June 2026 the workbook's SLA average differs from the emailed desk figure by one point in four months; the published figures stand.Mike Mackey (decision) · builder session (data)

Backs fact OP-01 · back to the register