New update.
Current # of tickets: 5.275
2.039 new (created last week)
1.492 open (have been looked at, and assigned to a support representative.)
664 pending (waiting for an answer from customer to continue)
1.080 on hold (waiting for an external 3rd party to continue)
Current first reply time for new tickets: less then 232 hours (average over last 7 days)
Ah yeah, and average handle time of phone calls went down to 6:07. So @Friek, you need to try harder if you want to impact our numbers 