When we talk about Support Desk performance, it’s easy to focus on overall SLA percentages. But some tickets matter more than others — and that’s where the real story lives.
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| Our Support Desk - performing Under Pressure |
High-priority (H) tickets are often time-critical, business-impacting, and unpredictable. Looking back over the last six months, these tickets show just how consistent and resilient the Support Desk has been when the pressure is on.
📊 Consistency where it counts
Between August and January, the Support Desk resolved 992 high-priority tickets. Throughout that entire period, the in-time rate for H tickets stayed impressively high — between 97% and 99% every single month.
January is a strong example:
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🔴 174 high-priority tickets solved
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⏱️ 98.86% completed within SLA
That level of performance doesn’t happen by chance. It shows clear prioritisation and a strong focus on what matters most.
💪 Pressure doesn’t mean compromise
Ticket volumes naturally rise and fall. Over the same six-month period, total tickets solved ranged from 685 to 947 per month.
Even during busier months like October and January, high-priority performance remained consistently strong. When demand increases, the desk doesn’t trade quality for speed — it adapts.
That’s a key indicator of a mature and reliable support operation.
🧠What helps make this possible?
Behind the numbers are some important habits:
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Clear triage and prioritisation
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Strong ownership and handovers
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Experience handling complex and urgent issues
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A shared understanding of what “high priority” really means
Together, these keep critical issues moving — even when things get busy.
🔮 Looking ahead
High-priority tickets will always be unpredictable. What is predictable is how the Support Desk responds.
As we move into the next quarter, the challenge isn’t just maintaining these results — it’s understanding what helps sustain them at scale, and where we can push even further.
Because when it really matters, performance under pressure is what counts most ⭐
Our Start Software Support Desk handles issues for asbestos/water/fire software Alpha Tracker, legal services portal Alpha Legal/Alpha Portal and environmental reporting software ecoScribe.