2026 IT Help Desk Benchmark Report

automate

What 50,000+ tickets reveal about IT response times, how to make users happy, and the best ways to scale up your IT team with AI automation

Inside the report

Most IT benchmarking data comes from surveys — teams self-reporting their performance and rounding their numbers. If you've ever wondered whether your help desk is actually keeping up, there hasn't been much to compare against.

Fixify's 2026 IT Help Desk Benchmark Report changes that. We analyzed 50,000+ real help desk tickets across multiple organizations over fourteen months — ticket timing, categories, sentiment, response times, resolution speeds — so you can finally see how your team stacks up and where the biggest opportunities are.

What we found
22
%
Of tickets are productivity blockers
82
%
Of frustrated users leave satisfied
16
x
Resolution time advantage with AI automation
5
Minute median first response time

The benchmarks IT leaders have been missing

in action

Get the full report with data-driven insights from 50,000+ real help desk tickets, including benchmarks, trends, and recommendations for modern IT teams.

Get the report