Nearly one-third of all help-desk tickets handled by large organizations are work-stoppers, according to a study from help-desk automation company Fixify, which also found Tuesday to be the busiest day of the week for help desks.
“Monday gets the reputation, but Tuesday gets the tickets,” it the study said.
Around one in eight of the tickets it studied cited Okta, putting it far ahead of Salesforce, Microsoft and Slack as the next most troublesome apps. In total, 83 distinct applications appeared in the study, representing nearly 500 different tools. Large organizations support, on average, 63 applications, demonstrating the greater complexity and possible reasons for greater disruption.
Enterprises also find themselves having to handle a more diverse range of problems, with more onboarding and offboarding issues than smaller companies; this was especially true in healthcare. A greater proportion of tickets in larger companies concerned hardware problems, too.
One area that Fixify found wasn’t an issue was AI. Most requests about it were for implementation rather than specific problems — although that time may come.
Fixify offered several recommendations to businesses. Companies should set aside Wednesday as a day for improving response. They should also be benchmarking themselves against companies in the same industry, allocate one to one-and-a-half support staff per 100 workers and (no great surprise from a help-desk automation company) add more automation to the system.