June was another strong month for the our Support Desk, with the team solving 953 tickets and maintaining a high level of responsiveness across the board.
Overall, 94.44% of tickets were solved in time, our best result so far this year. High-priority tickets also performed very well, with 98.33% solved in time.
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| Good result from Zac and the team |
That means that, despite June being one of the busiest months of 2026 so far, the team continued to deliver a reliable and responsive service for asbestos software Alpha Tracker, Greenfield, ecoScribe and other Start Software system users.
June at a glance
Support Desk Performance: January to June 2026
| Month | Tickets solved | In time, all tickets | In time, high priority |
|---|---|---|---|
| June 2026 | 953 | 94.44% | 98.33% |
| May 2026 | 803 | 94.27% | 96.07% |
| April 2026 | 869 | 93.21% | 97.92% |
| March 2026 | 996 | 92.67% | 97.93% |
| February 2026 | 926 | 92.33% | 98.81% |
| January 2026 | 904 | 93.58% | 98.86% |
June saw a noticeable increase in ticket volumes compared with May, rising from 803 tickets solved in May to 953 in June. Even with this increase, our in-time performance improved slightly, which is a real credit to the Support Desk team.
Looking beyond the numbers
Support performance is not only about how quickly we respond. It is also about understanding why issues happen in the first place.
During July, we are focusing heavily on root cause analysis. This means looking more closely at repeat problems, recurring support themes, and areas of the software where customers are seeing the same kinds of issues more than once.
The aim is simple: to reduce avoidable tickets and give our customers a smoother, more reliable software experience.
Where we identify repeat issues, we will be working with the wider development team to improve processes, update guidance, enhance training material, and, where needed, make changes to the software itself.
Release 42 is now live
We have also recently completed and deployed Release 42 of Alpha Tracker.
This release includes a wide range of improvements and should help reduce ticket volumes over time, particularly in areas linked to performance. We know that software speed and responsiveness have a direct impact on day-to-day user experience, so this has been an important focus for the team.
As more customers move onto Release 42, we expect to see fewer performance-related support requests and a better overall experience for users.
Thank you
As always, thank you to our customers for continuing to work with us, report issues clearly, and provide feedback. Your input helps us improve Alpha Tracker and our other systems month by month.
And thank you to the Support Desk team for another excellent month, especially during a busy period.
We are pleased with June’s results, but we are not standing still. July is about digging deeper, fixing repeat problems, and continuing to improve the experience for everyone.
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