Support · HR POD

HR Experience

2026-07-22 to 2026-08-22 — every ticket handled by the Support · HR POD queue in the last 30 days, pulled live from Zendesk.

1,238

Tickets

Agents

224

Still open

18.2m

Avg handle

121.5h

Median span

Handle time is Zendesk’s own Total time spent — actual minutes worked, on 1238 of 1238 tickets. Resolution span is wall-clock from creation to last update, so it counts nights and weekends and is not comparable to the business-hours TAT the warehouse reports. CSAT is deliberately absent: HR POD tickets are almost entirely unrated, so any figure would rest on a handful of responses.

Look up one organisation

18 of 313 Mid-Market accounts have HR support tickets in this sample. The rest are absent from the capped export, not necessarily inactive.

Agent-wise productivity

Agents are pseudonymised. Labels are stable across rebuilds, so Agent 07 is the same person each time — but the mapping to real names is deliberately not in this app.

Agent	Tickets	Share	Open	Avg handle	Total worked	Median span
Agent 11	133	10.7%	12	17.8m	39.5h	125.5h
Agent 02	132	10.7%	35	14.8m	32.5h	123.7h
Agent 09	117	9.5%	6	12.2m	23.8h	121h
Agent 08	106	8.6%	12	25.4m	44.9h	120.8h
Agent 04	106	8.6%	13	18.9m	33.3h	121.1h
Agent 15	103	8.3%	57	27.6m	47.3h	144.4h
Agent 05	103	8.3%	6	15.4m	26.4h	121.1h
Agent 07	102	8.2%	7	10.5m	17.9h	120.7h
Agent 03	96	7.8%	21	14.1m	22.6h	121.8h
Agent 14	91	7.4%	15	20.5m	31.1h	361.5h
Agent 06	88	7.1%	12	26.3m	38.6h	121.4h
Agent 13	41	3.3%	28	24.5m	16.8h	124.6h
Agent 01	11	0.9%	0	0m	0h	9.2h
Agent 10	6	0.5%	0	5.8m	0.6h	130.2h
Agent 12	3	0.2%	0	25.3m	1.3h	133.5h

What they handle

From the queue’s own manual category tagging, present on 981 of 1238 tickets (79%). The remainder are untagged and are not redistributed into these buckets.

employees / dependents / manage employees	175
endorsements / check status	100
reports / documents / cd statement request	94
claims / reimbursement	93
cd accounts / top up balance	88
reports / documents / performa/tax invoice requests	79
claims / cashless	48
employees / dependents / manage dependents	37
coverage / treatment coverage	33
access / dashboard / dashboard issues	27
cd accounts / cd issues	24
endorsements / report issue	19
others / policy details	14
cd accounts / check balance	14

Daily volume

2026-07-22	1
2026-07-23	67
2026-07-24	48
2026-07-25	7
2026-07-26	2
2026-07-27	84
2026-07-28	58
2026-07-29	49
2026-07-30	48
2026-07-31	34
2026-08-01	9
2026-08-02	8
2026-08-03	64
2026-08-04	60
2026-08-05	47
2026-08-07	53
2026-08-08	11
2026-08-09	1
2026-08-10	64
2026-08-11	69
2026-08-12	52
2026-08-13	42
2026-08-14	36
2026-08-15	5
2026-08-16	7
2026-08-17	67
2026-08-18	69
2026-08-19	66
2026-08-20	72
2026-08-21	38