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Cryptocurrency Exchange Support Audit: 42% of Tickets Cover Eight Typical Topics
ASCN Team
18 June 2026
The crypto exchange's support team was drowning in tickets, and the average first response time reached six hours. We analyzed 2,000 tickets and demonstrated how much of the workload could be realistically handled by a single agent and where the team's bottlenecks lay.
What We Tested
We spent eight days categorizing 2,000 tickets per quarter by topic, channel, and time of day. We looked at where the first line's time was being spent and where SLAs were being violated.
What we found
| Audit findings | What this costs the business |
|---|---|
| 42% of tickets = 8 recurring topics (deposit, withdrawal, verification, fees) | The team is busy with routine tasks instead of complex cases |
| Tickets peak at night, when support is almost empty | Response times increase to 6+ hours, customers are nervous |
| No unified response database | Different operators respond in different ways |
What was recommended
L1 agent for eight standard topics: responds instantly 24/7, and immediately forwards non-standard questions to the operator with ready-made context. We estimate this removes about 40% of the workload from the first line.
How long did it take and how much did it cost?
The audit took 8 business days (large company, several departments).
| Stage | Timeframe | Budget |
|---|---|---|
| Support and Operations Audit | 8 days | $900 |
What can you do?
- Load audit. We calculate what proportion of requests can be automated.
- L1 agent Support. Covers common issues 24/7, delegates complex ones to a human.
- Verification agent. Accelerates KYC and onboarding of new users.
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