What is our Help Desk for?
At Colonos de Puerto Aventuras, we believe that transparency is not an option: it is a commitment. Our Help Desk is the official channel through which any colonist, tenant, or administrator can report an incident, request a service, or follow up on a management issue — whether in areas of road maintenance, gardening, cleaning, security, access to the subdivision, community services, or general administration.
Last 30 Days
The following table shows the performance of the support team during the most recent period, giving us a real-time snapshot of our response capacity:
|
464 Reports Received ↓ 5.9% vs previous period |
5/5 Average Rating ↑ from 4.8 / 5 |
24h Closure Time ↓ from 82 h (previous period) |
|
Indicator |
Value |
Trend / Comparison |
|
Total Tickets |
464 |
↓ 5.9% compared to the previous period |
|
Service Rating |
5.0 / 5 |
↑ improved from 4.8 / 5 |
|
Average Assignment Time |
18 h |
↓ from 28 h (previous period) |
|
Average Response Time |
18 h |
↓ from 26 h (previous period) |
|
Average Closure Time |
24 h |
↓ drastically from 82 h |
Highlights of the month:
- The perfect score of 5/5 reflects a tangible improvement in the settlers' perception of service quality.
- The closure time was reduced from 82 to just 24 hours: a 71% improvement compared to the previous period.
- The Administration and Community Access teams handled the highest volume of resolved tickets.
- Agents Landy Lucía García Cruz (198 tickets) and Valeria Ricco Sánchez (164 tickets) were the main service representatives.
Accumulated 2026
Below is the consolidated data for the current year (January–May 2026). These figures demonstrate the magnitude of the sustained operational effort throughout the year:
|
2,011 Reports in 2026 ↑ 8.2% vs previous period |
4.7/5 2026 Rating ↑ from 3.7 / 5 |
25h Assignment Time ↓ from 5 h (previous period)* |
|
Indicator |
Value |
Trend / Comparison |
|
Total Tickets 2026 |
2,011 |
↑ 8.2% compared to the previous period |
|
Service Rating |
4.7 / 5 |
↑ notable improvement from 3.7 / 5 |
|
Average Assignment Time |
25 h |
In the process of optimization |
|
Average Response Time |
24 h |
Stable and competitive trend |
|
Resolved ratio |
~90%+ |
|
Context 2026:
- More than 2,000 reports managed in just the first five months of the year.
- The 8.2% growth in volume reflects greater adoption of the digital channel by the residents.
- The average annual rating increased from 3.7 to 4.7 out of 5, indicating a structural improvement in service.
- The categories with the most activity this year are: Community Access, Road Maintenance, Administration, and Community Services.
Historical Total
Since the implementation of our Help Desk platform, the system has processed a considerable volume of requests. These figures reflect the Association's sustained commitment to maintenance and quality of life in Puerto Aventuras:
|
7,570 Historical Reports Since the start of operations |
4.6/5 Historical Rating Consistent over time |
15h Average Assignment Time 15 h response / 111 h closure |
|
Indicator |
Value |
Trend / Comparison |
|
Total historical tickets |
7,570 |
Accumulated since the start of the system |
|
Historical service rating |
4.6 / 5 |
Stable and consistent |
|
Historical assignment time |
15 h |
Equal to the previous period |
|
Historical response time |
15 h |
Solid and consistent |
|
Historical closure time |
111 h |
Reflects initial implementation issues |
|
Percentage of resolved tickets |
>90% |
|
The team behind the numbers:
- Landy Lucía García Cruz: 3,823 tickets historically handled — the backbone of our Help Desk.
- Valeria Ricco Sánchez: 3,164 historical tickets — second place in dedication and volume.
- Together, both agents account for over 7,000 services, which is 93% of the total historical.
- The system has multiple service areas: General, Road Maintenance, Administration, Community Access, Security, Community Services, Gardening, and Cleaning.
- The top five historical requesters each exceed 50 tickets, reflecting a base of frequent and trusted users in the system.
📣 Use it — The Help Desk is yours
These numbers are the result of the combined effort of our operational team and the trust of each resident who took a few minutes to register their report. Each ticket we receive is an opportunity to improve Puerto Aventuras.