Executive Support Report
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February broke every record. Volume surged 124%, AI now handles half of all conversations, and teammate CX jumped 11 points. This is the story of how we scaled without breaking — told through the data.
From 750 to 1,680 conversations in three months. Volume more than doubled — and the system held.
Tally touched 844 conversations this month — 50.2% of all volume. Coverage doubled since December.
Ticket conversion dropped from 70.8% to 53.3%. AI is catching more before they ever become tickets.
December 2025 – February 2026 aggregate across 2,082 tickets and 3,586 conversations.
From 3.9 days in late 2024 to 6h 22m today. We have decoupled speed from volume.
Speed profile, response distribution, automation rate, and resolution pathways — the operational heartbeat.
December 2025 – February 2026: across 1,475 tickets, here is why they opened and how they closed.
Simple Questions dominate at 52%, the category our AI absorbs best and where continued automation gains will have the largest impact. Bugs spiked 6× in February (17 to 104) driven by version releases, pushing Engineering Fix share up 43%. Despite that, nearly 79% of all tickets are resolved by support without any other party involvement.
From product-level view to Core breakdown to Dashboard deep-dive — three levels of ticket intelligence.
Core dominates at 64.8% of all categorised tickets, more than every other product combined. Dashboard is a distant second at 14.6%. FSS, UpLink and DocuMine together account for just 12.3%.
Account & Connectivity (231) and Install (206) make up over half of all Core tickets. High-frequency, low-complexity issues ideal for AI deflection. Core Performance tripled from Dec to Jan, settling at 129 total.
User Management accounts for 53% of all Dashboard tickets. Account queries (22.7%) rose sharply in Jan before settling. SSO & Directory Sync is a steady 15.5%, reflecting ongoing enterprise onboarding complexity.
Teammate CX surged to 80.5% (+11pp). Overall CX at 65.4%. AI CX at 54.4% — room to improve.
The playbook is working: scale AI for volume, free humans for quality. Here is what the data tells us.
February served as the ultimate stress test. Conversations surged to 1,680 — a 124% increase in three months — while tickets hit 896. Despite this volume explosion, ticket conversion dropped to 53.3%, down from 70.8% in December. The gap confirms what the data has been signaling: AI is intercepting more conversations before they ever become tickets, fundamentally reshaping the support funnel.
Tally is acting like a real teammate — involved in 844 conversations and resolving 656 of them with a 77.7% resolution rate and only 3.1% abandonment. Teammate CX jumped to 80.5% (+11pp), while overall CX rose to 65.4%. Humans are now mostly handling the complex, multi-step work while Tally absorbs repeatable questions. February shows we can grow volume and lean on AI for more of the front line, while still making CX meaningfully better instead of trading it away.