A alysis of mo e tha o e millio help desk tickets eveals heavy elia ce o pho e suppo t a d a disco ect betwee ticket volume a d ope atio al impact
What Mo e Tha 1 Millio Help Desk Tickets Tell Us
SAN FRANCISCO, Oct. 21, 2026 (GLOBE NEWSWIRE) — Co t olUp, a compa y ei ve ti g IT ope atio s with its AI platfo m, today eleased fi di gs f om a a alysis of mo e tha o e millio eal-wo ld help desk tickets, eveali g that sig -i p oblems accou t fo up to 53% of tickets at i dividual e te p ises a alyzed. Passwo d esets, accou t lockouts, disabled accou ts a d MFA we e the mai causes.
MFA e ollme t a d e-e ollme t issues also co ti ue to ge e ate suppo t dema d, pa ticula ly whe employees eplace o upg ade thei pho es.
Beyo d authe ticatio , the fi di gs show a b oade challe ge fo IT o ga izatio s: the issues ge e ati g the most tickets a e ot ecessa ily those causi g the g eatest dis uptio . Routi e accou t a d passwo d issues we e ofte esolved i mi utes, while etwo k, p i te , a d othe i f ast uctu e p oblems could take days. At o e etaile , tickets fo whole-site etwo k outages took a media of almost a week to close.
The a alysis ide tified seve al patte s that illust ate whe e IT suppo t esou ces a e co sumed a d which issues c eate the g eatest dis uptio .
Resolutio time: At o e la ge e te p ise, accou t tickets had a media esolutio time of 11 mi utes, compa ed with 50 hou s fo etwo k p oblems, a d 87% of etwo k a d pho e tickets we e eassig ed betwee teams, compa ed with 20% of accou t tickets.Vi tual desktops: Vi tual desktop access a d pe fo ma ce p oblems appea ed i 55% of a alyzed o ga izatio s. At o e ba k, about half of all vi tual desktop i cide ts (51%) we e employees who could ot get a wo ki g desktop at all. Those i cide ts took a media of about o e day to esolve, a d about half we e passed betwee teams.MFA: MFA e ollme t p oblems showed up as a amed ticket d ive i 40% of the o ga izatio s a alyzed, a d o e i five o ga izatio s tied the volume di ectly to employees getti g a ew pho e. At o e co st uctio fi m, MFA esets a d e-e ollme ts, most ofte afte a employee got a ew pho e, we e the si gle la gest ticket type at 7.5% of all tickets.Machi e-ge e ated tickets: Machi e-ge e ated tickets f om mo ito i g, secu ity, backup, patchi g a d othe systems appea ed i half of the o ga izatio s studied. I 15% of o ga izatio s, they made up betwee a qua te a d a half of all tickets.Pho e suppo t: I the 35% of o ga izatio s whose ticket data eco ded how equests came i , 57% showed the pho e ca ied about two-thi ds o mo e of all co tacts. At o e o ga izatio , it accou ted fo as much as 99% of eco ded co tacts.
Take togethe , the fi di gs suggest that the g eatest oppo tu ities to imp ove IT suppo t may come f om educi g ecu i g i cide ts a d p io itizi g issues that have a la ge impact o employees a d busi ess ope atio s, athe tha focusi g exclusively o ticket volume o esolutio speed.
“IT o ga izatio s have t aditio ally measu ed suppo t pe fo ma ce by how quickly they close tickets, but that does ‘t tell the whole sto y,” said Simo Tow se d, Se io Vice P eside t of Ma keti g a d Office of the CTO at Co t olUp. “A passwo d eset that takes a few mi utes a d a i f ast uctu e failu e that dis upts a e ti e locatio should ‘t ca y the same ope atio al weight. IT leade s eed to u de sta d which p oblems a e ecu i g, which a e p eve table a d which have the g eatest impact o p oductivity. That mea s movi g beyo d ticket ma ageme t to add essi g the co ditio s that c eate suppo t dema d i the fi st place.”
The esea ch u de sco es the oppo tu ity to move IT suppo t f om eactive t oubleshooti g towa d p eve ti g ecu i g p oblems. Auto omous E dpoi t Ma ageme t (AEM) builds o Digital Employee Expe ie ce (DEX) capabilities by combi i g eal-time e dpoi t telemet y, AI a d automatio to ide tify a d emediate tech ology issues. Fo example, ecu i g applicatio c ashes o e dpoi t pe fo ma ce p oblems ca be detected a d i vestigated befo e employees submit tickets, with app oved emediatio wo kflows automati g app op iate fixes. This app oach ca help IT teams educe epetitive t oubleshooti g, p io itize issues based o thei impact a d p eve t outi e tech ology p oblems f om dis upti g employees.
Co t olUp a alyzed mo e tha o e millio (1,069,110) help desk tickets f om e te p ise o ga izatio s ac oss etail, healthca e, fi a cial se vices, ma ufactu i g, co st uctio , e e gy, a d IT se vices. Because the o ga izatio s va y i size by mo e tha a hu d edfold, the esea ch epo ts the a ge ac oss o ga izatio s a d the umbe of o ga izatio s whe e each patte appea ed, athe tha a ave age that the la gest o ga izatio s would domi ate.
O ga izatio s ca ide tify simila patte s i thei ow e vi o me ts with Co t olUp Challe ge, a pe so alized seve -day evaluatio of help desk tickets a d e dpoi t data. The assessme t su faces ecu i g suppo t issues, high-impact p oblems, a d automatio oppo tu ities, a d delive s a busi ess case based o the o ga izatio ‘s ope atio al data. Example epo t he e.
Pa ticipate i the Co t olUp Challe ge at https://www.co t olup.com/take-the-co t olup-challe ge/.
Co t olUp is ei ve ti g IT ope atio s with a AI platfo m built o eal-time data, i tellige t decisio s, a d automated actio to help IT teams detect, esolve, a d p eve t issues befo e they impact the busi ess. The platfo m delive s the ext chapte i mode wo kplace ma ageme t with Auto omous E dpoi t Ma ageme t (AEM), u ifyi g leadi g Digital Employee Expe ie ce (DEX) capabilities with age tic AI to move o ga izatio s beyo d eactive t oubleshooti g towa d p oactive, i tellige t ope atio s at scale. Co t olUp ONE i teg ates eal-time sig als with AI-d ive decisio i g a d automated emediatio to educe ope atio al complexity a d co solidate f agme ted toolsets. IT wo ks sma te , employees stay p oductive, a d dis uptio becomes the exceptio , ot the ule. Lea mo e at Co t olUp.com.
A photo accompa yi g this a ou ceme t is available at https://www.globe ewswi e.com/NewsRoom/Attachme tNg/5a37cf26-f1d4-4c34-b356-e7773a1e1f33
