Rethinking “good” IT

In this webinar, Fixify’s co-founders walk through what they’ve learned from analyzing over a million help desk tickets and hundreds of “ticket snapshot” reviews across organizations of all sizes. You’ll get a practical way to think about how IT teams scale (and why most teams are always 6–8 months behind when automation finally shows up), plus the real-world tradeoffs between efficiency, cost control, and user experience as you add more tools, tiers, and specialization. They break down the most common ticket categories — like app access, identity, and collaboration — and show how those trends show up in workload, staffing, and service outcomes.

You’ll also learn how to use a small set of core metrics (arrival rate, time to first response, resolution time, first-contact resolution, tickets per person) alongside sentiment signals to understand where users are getting stuck and why. Finally, the webinar covers practical diagnostics and fixes — like spotting head-of-line blocking, using tiering and “hot seat” coverage to reduce interruption costs, and reframing performance around user blocked time and learning speed — so you can tell a clearer story to leadership and make improvements that actually stick.