Hi everyone,
Building on @0xDanko’s update and also as part of the OpCo work, I’m sharing the report on Q4 support tickets.
Over the past few months, we’ve been keeping a close eye on the ticket system in Discord, ensuring that the community’s questions and issues are handled quickly and smoothly. In addition to addressing tickets, I also took on several operational tasks to support the team and improve overall processes. Here’s a quick breakdown of what we saw in Q4.
Ticket Analysis | Q4 2024
- Date Range: 2024-10-01 to 2024-12-31
- Total Number of Tickets: 261 (+1.56% compared to Q3)
Tags Distribution:
- Other: 68
- LPs: 64
- v1: 30
- Partnership request: 29
- User didn’t respond: 29
- Funds in portfolio: 13
- Dev question: 11
- UX/UI: 7
- v3: 4
- Campaigns: 3
- Swap: 2
- Testing: 1
Common keywords mentioned more than once in problem descriptions: pool, claim, rewards, v1, withdraw, unstake, token, liquidity, api, Polygon.
Highlights:
- Gareth made improvements to the withdrawal process for v1, allowing us to address related issues more efficiently this quarter.
- To enhance tracking and categorization, we also introduced specific tags for V1 and V3 related tickets.
- We also introduced the Swap tag to categorize issues related to token swaps.
Special Notes:
- The increase in ticket volume this quarter highlights the greater activity on Discord, driven by the network effect of the v3 launch.
- The team handled the transition to v3 with remarkable efficiency. While there was an increase in UX/UI-related tickets due to the updates, the team demonstrated exceptional collaboration and problem-solving to address issues promptly.
Congratulations to the team for the successful launch of v3! Our efforts have significantly improved the user experience and strengthened the community’s engagement. This is a testament to the dedication and hard work put into making this transition a success. Well done and happy 2025!