Ticket Smash went very well =)
Over the course of two weeks we have handled around 500 tickets (all tickets in Freshdesk and Jira). We still have some tricky ones in Trello but overall we dropped the “day-to-day” ticket queue to zero.
I think the thing the team enjoyed the most was the hackathon-like experience. Each day:
- We held a daily stand up where we agreed on the course of actions for the day.
- A manager paired with a CM to work together on some tickets.
- Within the group we discussed a lot of interesting community issues.
Ticket Smash was a play where everyone on the team found their unique role.
How does the ticket queue look like today?
Every month we receive around 100 CM escalations from Stack Overflow moderators, 5 from Mathematics moderators and another 5 - 10 from other network site moderators. Usually one of the CMs tries to take some time to resolve a few escalations every day.
As for today we have 46 tickets to work on.
Thank you for CM escalations!
Revealing cross up voting that is not (yet) determined by the system, revenge down voting, puppet accounts and many other activities are necessary if we want to keep our house warm, dry, and safe. A lot of thanks to the moderators for sending us the requests! We appreciate that. We hope that in the future we will be able to create a better system that will help moderators to resolve such situations more efficiently or automatically. Until then, we are ready to help!