January & February 2026 — Freshdesk Data
| Tag | Jan | Feb | Total | MoM |
|---|
The massive spike from Jan 26-28 (peaking at 31.7K on Jan 27) is likely driven by a system event — possibly a mass disbursement wave, an app update with bugs, or a billing/repayment cycle crunch. The "Eligible duplicates" tag (8K total, 7.3K in Jan) and "Unreachable" (18K in Jan) suggest this wave was collections-related: bulk outbound calls generating auto-tickets for unreachable borrowers plus duplicate account flags.
24,137 tickets tagged "Unreachable" means outbound call attempts that didn't connect are creating Freshdesk tickets. This is inflating ticket counts massively. If outbound calls auto-create tickets, the "real" inbound support volume is much lower. Recommendation: Separate outbound call logs from genuine support tickets to get accurate demand metrics.
Broken down: Repayment Enquiries (3.6K), Reconciliation (2.5K — notably UP in Feb from 1K→1.5K), and Extensions (2K). The reconciliation spike suggests payment processing issues or MoMo/bank integration delays. Borrowers can't confirm if payments were received, leading to repeated contacts.
Consistent across both months (~3K Jan, ~2.1K Feb). Users are calling about credit bureau checks or bank confirmation requirements during onboarding/KYC. This suggests the app's self-service status tracking for these steps is insufficient — users don't know where they stand.
Login-Duplicate Accounts (1.6K) + Login-Reset Pincode (1.5K) = 3.1K login-related tickets. Both are declining in Feb, but still substantial. Duplicate account creation is a systemic issue — likely from users reinstalling the app or switching phones without proper account migration.
Even prorated (Feb has data through 21st), Feb is pacing ~24% below Jan. Post-spike normalization accounts for most of it. The Feb 3-4 mini-spike (22K on Feb 4) may be month-end loan cycle spillover. After that, daily volumes stabilize at 2-7K — more sustainable baseline.
The "Community Calls" tag jumped from 8 in Jan to 1,836 in Feb. This suggests a new community outreach program launched in February. These should likely be tracked separately from support tickets.
Separate outbound call attempts ("Unreachable", "Eligible duplicates") from genuine inbound support. This alone could reduce "ticket count" by 30-40% and give a true demand picture.
Build real-time payment reconciliation status in-app. The reconciliation spike in Feb shows borrowers are anxious about whether payments landed. A "payment received" confirmation push/in-app status would deflect thousands of tickets.
1.6K tickets for duplicate accounts is a product gap. Implement phone-number-based account recovery during signup to prevent new duplicates.
5.2K tickets about bank confirmation / credit bureau status. Add a progress tracker in-app for KYC verification steps with estimated completion times.