What 50,000 tickets reveal about IT performance (and where AI fits in)

Most IT benchmarks are built on surveys — where respondents estimate, round, and self-assess. This isn't that.

We analyzed more than 50,000 real help desk tickets across 30+ organizations over 14 months. No estimates. No self-reported SLAs. Just actual timestamps, ticket categories, resolution times, and end-user sentiment scores.

In this webinar, we'll share what the data reveals about how IT teams actually operate, and translate it into specific actions you can take.

Join Fixify’s Matt Peters (CEO) and Mase Issa (COO) as they walk through the data and show you how to use it:

• The real patterns in IT demand — by hour, day, and month — and what they mean for staffing and capacity
• Which ticket categories drive the most frustration, and the resolution window where 93–97% of frustrated users leave satisfied
• Why AI automation's impact shows up in resolution time, not response time — and what that means for how you evaluate tools
• How to read the benchmarks against your peer group (industry, size, growth rate) rather than the overall dataset
• The five metrics that separate teams that are managing IT from teams that are optimizing it

Whether you're building the case for more resources, evaluating automation tools, or just trying to figure out what "good" looks like for an organization at your stage — we’ll give you the data to back it up.

All registrants will receive a full copy of Fixify's 2026 IT Help Desk Benchmark Report when it publishes.

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