Does enterprise support
need more capacity?
Case 14Apr–Jun 2026 · Illustrative case
- First-reply time Earlier5.1hLater8.9h
- Customer satisfaction Earlier4.2Later3.7
- Reopened-ticket rate +9% recorded change
Replies slowed.
Satisfaction fell.
Ginsi brings the signals into one capacity question, with the evidence still in view.
The observations share a period. Their association does not establish cause.
new customer accountsRecorded in the same period
Support assignment changedNew context in the case
Permanent capacity
needs another look.
New context can change the reading. Here, new customers and changed assignments leave more to investigate.
Still missingStaffing allocationFull ticket-assignment change log
Protect senior
support capacity.
First-reply time since the decision
8.9h7.4h
Satisfaction has not recovered.
The decision and later observations stay in the Case. Its effect is not established.