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SayPro Report feedback issues, ticket system diagnostics, and update resolutions.
SayPro is a Global Solutions Provider working with Individuals, Governments, Corporate Businesses, Municipalities, International Institutions. SayPro works across various Industries, Sectors providing wide range of solutions.
Email: info@saypro.online Call/WhatsApp: + 27 84 313 7407
SayPro Feedback, Ticket System Diagnostics, and Resolution Update Report
Department: SayPro Monitoring and Evaluation Monitoring Office
Unit: SayPro Monitoring, Evaluation and Learning Royalty
Report Reference: SFTR-MAY2025
Reporting Period: 1 – 15 May 2025
Prepared by: [Your Name / Team Name]
Submission Date: 15 May 2025
1. Overview
This report outlines the feedback issues submitted by users, diagnostics conducted on the SayPro support ticketing system, and resolutions implemented during the first half of May 2025. The report ensures accountability and promotes continuous improvement across SayPro’s digital platforms and service lines.
2. Summary of Feedback Issues Received
| Issue ID | Submission Date | Category | Description | User Type | Status |
|---|---|---|---|---|---|
| TKT-1052 | May 2, 2025 | Website Bug | “Login loop” after clicking login from mobile | Learner | Resolved |
| TKT-1060 | May 4, 2025 | Course Content | Broken video in M&E module | Learner | Resolved |
| TKT-1073 | May 8, 2025 | Navigation | Drop-down menu overlapping content | Facilitator | In Progress |
| TKT-1078 | May 10, 2025 | Account Issue | Password reset email not received | Learner | Resolved |
| TKT-1083 | May 13, 2025 | Reporting | Certificate not generating after course | Learner | Escalated |
- Total Feedback Tickets Submitted: 23
- Resolved: 18
- Pending: 3
- Escalated: 2
3. Ticket System Diagnostics
| Area Tested | Tool Used | Diagnostic Date | Observations | Actions Taken |
|---|---|---|---|---|
| Ticket Routing | Internal Tracker v2.0 | May 5, 2025 | 2-hour delay in auto-routing to technical support | Routing rules reconfigured |
| Response Time Logs | CRM Analytics Tool | May 9, 2025 | Average initial response time: 5.6 hours | SLA reminder issued to support agents |
| Ticket Tag Accuracy | Manual Review | May 12, 2025 | 11 tickets misclassified under “General” | Updated tagging logic in intake form |
- System Uptime: 100%
- Average Ticket Resolution Time: 12.3 hours
- SLA Compliance Rate: 91%
4. Resolutions Implemented
| Resolution Date | Affected System | Action Taken | Outcome |
|---|---|---|---|
| May 3, 2025 | LMS Mobile Login | Mobile redirect loop fixed | Login issue resolved |
| May 5, 2025 | M&E Course | Broken video replaced | Content restored successfully |
| May 10, 2025 | Email System | Reset link queue cleared and tested | Password reset emails delivered |
| May 13, 2025 | Certificate Generator | Issue under developer review | Pending fix by May 17 |
5. User Feedback Summary (Post-Ticket Survey)
| Metric | Score |
|---|---|
| Helpfulness of Support | 4.5/5 |
| Response Time Satisfaction | 4.2/5 |
| Clarity of Resolution | 4.6/5 |
| Overall Satisfaction | 4.4/5 |
6. Recommendations
- Implement chatbot auto-responses for common issues to reduce ticket volume
- Conduct quarterly ticket categorization audits to improve classification accuracy
- Provide a user self-service FAQ page based on ticket trends
- Escalate unresolved issues after 24 hours instead of 48 to improve resolution speed
7. Conclusion
SayPro’s feedback and support ticket system continues to perform reliably, with minor issues promptly diagnosed and resolved. Enhanced automation, improved classification, and proactive follow-ups have contributed to high user satisfaction. Ongoing refinement will ensure the system remains user-centered and responsive.
8. Sign-Off
Prepared by: [Your Full Name]
Position: [Position Title]
Signature: ______________________
Date: 15 May 2025
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