The service desk closed 1,400 tickets. Six causes made 500 of them.

Most support teams are sized for the volume they receive, not the volume they should be receiving, and the difference is usually self-inflicted.

By Steve 5 min read
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A pattern worth noticing: inbound contact volume grows faster than the customer base. Twelve months on, the account count is up modestly, revenue is up a little more, and the service team is handling something like a third more tickets, calls or emails than it was. The team asks for another head. The number looks defensible: volume is up, response times are slipping, people are working late. The request gets approved. What rarely gets examined first is whether the extra volume represents customers wanting something, or customers chasing something they…

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