Payment protectionDetails
- Revisions within the package are free.
- If you do not respond within 3 days of delivery, the work is accepted automatically.
The money is reserved when you pay and released only once you accept the work.
Example result
Data analysis: 9 months of bookings at a family-run guesthouse
Key numbers
| Metric | Value |
|---|---|
| Bookings (excl. cancelled) | 251 |
| Room nights sold | 689 |
| Revenue | $78,540 |
| Average rate per night | $114 |
| Cancellation rate | 11.6% (33 of 284) |
| Average stay | 2.7 nights |
Summary by channel
| Channel | Bookings | Share of revenue | Avg. rate | Commission | Net per night |
|---|---|---|---|---|---|
| Booking platforms | 142 | 54% | $109 | 15% | $93 |
| Direct (phone, email, website) | 87 | 38% | $126 | 0% | $126 |
| Local travel agent | 22 | 8% | $102 | 10% | $92 |
Direct guests pay more, stay longer (3.4 nights vs 2.3) and bring $33 more per night after commission than platform guests.
Trends and outliers
- July and August made 41% of revenue; occupancy reached 93%.
- March and April were weakest (occupancy 38%), but weekend nights still sold at 79%: the gap is midweek.
- Cancellations were 19% for platform bookings with free cancellation and 4% for direct bookings with a deposit.
- Outlier: 6 bookings in May at $45 per night. These are all one corporate group with a manual discount; they were kept in totals but flagged.
Findings
- Your most profitable guests are direct, returning guests, yet only 14% of platform guests were invited to book direct next time.
- Midweek in spring is the only real gap; weekends sell themselves.
- Free cancellation on platforms costs about 27 lost nights over 9 months.
Recommendations
- Add a "book direct" card at check-out with a 10% returning-guest rate: still $20 above platform net.
- Create a midweek spring offer (3 nights for the price of 2, Sun–Thu) for March–April.
- Switch platform listings to a non-refundable rate at 8% off alongside the flexible one.
- Track the booking channel for every guest from now on: 17 rows had no channel and were grouped as "direct".
All totals were cross-checked against the monthly sums in your sheet; the difference is $0.
Client: a 12-room guesthouse by a lake, run by two owners Data: 284 booking rows, January to September (date, room type, nights, channel, price paid, cancellation) Question asked: "Which channel and which months actually make us money, and where are we losing it?"
The client and all details are made up.
About this service
Support teams drown in tickets and calls, yet the export from the help desk usually goes unread. We take your Zendesk, Freshdesk, Help Scout or call center export, calculate first response and resolution times, backlog and reopen rates, map volume by hour and weekday against your shifts and sort tickets into topics. You see which questions keep coming back, where SLAs slip and what to fix in the product or the help center.
What is included
- What you getA report with response and resolution times, SLA breaches, volume by hour against staffing, top contact reasons with example tickets and a list of fixes that would cut repeat contacts. You get it on the order page and as a Word document, with the tables also as an Excel file (values only, no formulas or charts).
- Speed metricsFirst response, resolution time and SLA breaches
- Load by hourVolume against the shifts you have
- Contact reasonsTop topics with example tickets
- Repeat contactsReopened tickets and why
- Fix listFor the help center, product and macros
How it works
- 1BriefYou attach the export and targets
- 2AnalysisWe measure speed, load and topics
- 3ReportYou get metrics and the fix list
What we need from you
A ticket or call export with created and solved times, channel, agent or team, status and the subject or tag, plus your SLA targets and shift schedule if you want staffing checked.
We will ask you:
- Which help desk or phone system is the export from?
- What are your response time targets?
- Which channels do you support?
- What worries you most about support right now?
Compare packages
| Packages | BasicUp to 100 tickets$15 | StandardUp to 300 tickets$35 | PremiumUp to 1,000 tickets$69 |
|---|---|---|---|
| Deadline | 1 day | 2 days | 4 days |
| Revisions | 1 | 2 | 3 |
| Tickets or calls | up to 100 | up to 300 | up to 1,000 |
| Summary tables | up to 3 | up to 6 | up to 10 |
| Staffing check | No | Yes | By channel |
| Order Basic | Order Standard | Order Premium |
Payment protection
You pay when you order, but the money is released only for accepted work.
- Fixed priceThe package price does not change after you pay.
- The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
- Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
- Free revisionsAsk for changes within your brief as many times as the package allows.
- Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
- Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
Questions and answers
Can you sort tickets without tags?
Yes, from the subject lines or first messages, if they are in the export. Remove customer names and emails first.
Will you rate individual agents?
We can show figures by agent if you ask, but we recommend looking at teams and topics first; slow tickets are often hard ones.
Do you include customer satisfaction scores?
Yes, if CSAT or ratings are in the export. We link low scores to topics and wait times.