For all the GSP's out there that offer 24/7 support - how many support tickets do you receive in a typical month?

The reason I ask is a client is looking to start offering 24/7 support for a GSP and wants an idea of ticket numbers as he will be hiring per ticket support staff and needs to work costs

Bearing in mind some GSP's are more busy than others, if you could give an indication of size (small, medium etc) and approx numbers you get each month

Cheers

Back when I use to own a GSP with 150+ customers (some were voice server purchases only), but about 80% were game server customers I had around 40 tickets a month. Normally the tickets were just needing help to install league configs and server mods. I'm sure the average GSP has a lot more though...

It depends on the number of accounts you have and their age.

The newer the account is the more likely they are to submit a support ticket. Older customers are generally very stable.

Last month our ticket to customer ratio was 1:15.4.

It depends on the amount of clients, the game panel you are using, the games you offer and if you offer servers with any pre-installed packages (mods, maps, configs). If you for the most part have services that are issue free and you have good tutorials on your website your support tickets will be minuscule.

If you setup your customer panel correctly with popular map and mod packs your support volume will be a lot less. It's worth the work up front to set it up right!

I'd have to agree with Jon. If your support system is laid out easily and the information can be found quickly it will cut down on support requests.

Thanks for the feedback, I will pass it all on

I only get around 100 tickets per month but we provide servers to competitive gamers who don't mess around with game server mods or maps, if your servers are being rented as public servers you'll most likely receive more tickets because they mess with their server a lot more.