Customer Support Report
Week of Nov 2–8, 2026 · Source: Zendesk (Emerging Edge Media), live pull Nov 9, 2026 · Updated weekly on Mondays. Figures are aggregate only; full ticket detail lives in Zendesk.
Headline metrics
- Tickets created in window: 38
- Tickets solved in window: 7
- Current backlog (unsolved): 47 — new 33, open 3, pending 11, hold 0
- Net backlog change: created 38 vs solved 7 — the queue grew by 31 this week, driven by notification and broadcast-reply inflow rather than member support.
Per-agent solves (Nov 2–8)
- Sandra Rydall: 5
- Stephanie Carlisle: 1
- Scott Whitehead: 0
- Unassigned solve: 1
- Total: 7 — reconciles with the window solved count.
Backlog and aging
- Oldest unsolved ticket: 21 days old.
- 8 unsolved tickets are older than 7 days; all are pending.
- 33 tickets sit in “new” (unassigned), including arrivals from Nov 2–9 — same-day assignment is not yet happening.
Category mix and noise
Sample-based: 100 most recent tickets, classified by subject. The sample reaches back to Oct 15; the mix describes recent inflow, not only the Nov 2–8 window.
| Category | Share |
|---|
| Vendor / payment notifications | 26% |
| Broadcast replies | 25% |
| Cold outreach | 14% |
| Billing (failed payments, cancellations, payment problems) | 15% |
| IMPACT member support | 6% |
| Access | 1% |
| Refunds | 0% |
| Other | 13% |
Noise share (sample-based): 65% — vendor/payment notifications (26%) + broadcast replies (25%) + cold outreach (14%). Real member support (IMPACT + access) is 7% of the sample; billing — mostly actionable failed-payment work — is 15%.
Flags
- 8 unsolved tickets older than 7 days, including 1 privacy / data-erasure request that needs attention this week.
- No unsolved ticket matches chargeback or legal keywords.
Cleanup plan progress
- PayPal notification turn-off (biggest lever, ~38–43 tickets/month) — not yet in effect. Payment-notification tickets still arrived this week. Awaiting the PayPal-settings change.
- Zendesk backstop trigger + Money events view + notification triggers reactivated — no evidence live yet.
- Spam / outreach auto-file rules — not yet live; cold outreach is still 14% of the sample and broadcast replies 25%.
- Same-day assignment — not yet happening: 33 tickets sit in “new”.
- Data-erasure request (privacy fast lane) — still pending at 12 days; needs work or escalation this week.
- Collapse the five fragmented “Live the Life You’re Made For” payment tickets into one thread per customer — not done; all still pending.
- Pitches digest view for legitimate speaking / summit / book offers — no evidence live yet; legitimate offers still land as ordinary tickets.