As the year drew to a close, our Support Desk stayed reassuringly steady. December is traditionally a month of distractions, deadlines and diaries full of festive commitments, so maintaining strong response times is always a good test of both systems and people. We are pleased to say the results held up very well.
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| Adam helping a caller on the Christmas Support Desk |
December at a glance
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91.1% of all tickets were resolved within SLA
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99.3% of high-priority tickets were resolved within SLA
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685 tickets solved in total
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142 of those were high-priority issues
High-priority performance in particular remains excellent, with virtually every urgent issue handled on time despite reduced availability around the Christmas period.
How December compares
Looking back over the last six months, performance has been consistently strong:
| Month | In time (%) | In time (H) (%) | Tickets solved |
|---|---|---|---|
| July 2025 | 91.40% | 97.88% | 977 |
| August 2025 | 90.97% | 97.08% | 831 |
| September 2025 | 94.20% | 98.38% | 879 |
| October 2025 | 92.40% | 97.16% | 947 |
| November 2025 | 92.08% | 99.37% | 808 |
| December 2025 | 91.09% | 99.30% | 685 |
While overall ticket volume dipped in December, which is typical for the time of year, SLA performance stayed firmly in line with previous months. The slight variation in overall percentage is largely explained by reduced staffing over the holidays combined with a smaller pool of tickets, where a handful of slower resolutions have a bigger impact on the headline figure.
End-of-year summary
To close out the year, it is worth stepping back and looking at the broader picture. Across the six-month period shown above, the Support Desk handled:
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5,127 tickets in total
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1,003 high-priority tickets
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With consistently high SLA compliance for urgent issues every month
Maintaining over 97% on-time performance for high-priority tickets across such a sustained period is a strong result, particularly given the mix of routine queries, complex issues and time-critical incidents that come through the desk.
Just as importantly, ticket volumes have remained high throughout the year without any significant drop in service quality. That combination of throughput and reliability reflects the experience of the team, clear escalation processes, and a continued focus on resolving issues efficiently rather than simply closing tickets quickly.
Looking ahead
January usually brings a return to higher volumes, along with new projects and system changes. Our priorities going into the new year remain unchanged:
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Keep high-priority responses fast and dependable
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Maintain clear, timely communication
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Use support trends to identify and reduce recurring issues
Thank you to everyone involved for another solid year of support delivery. Keeping things running smoothly, even during the busiest and quietest months alike, is no small achievement.