Fixify analyzed 50,000+ help desk tickets over 14 months. Every number comes from real ticket data. The report covers staffing, ticket mix, user sentiment, response times, and the impact of AI-native IT automation. Key insights include: The productivity tax of IT issues: 22% of tickets stop work entirely, with permissions, login, and app troubleshooting driving two-thirds of the damage. The satisfaction sweet spot: 82% of frustrated users leave satisfied. Resolve tickets in 15 minutes to 4 hours and that jumps to 97%, with more than a third turning actively positive. Why AI automation delivers a 16x resolution time advantage (4.4 hours vs. 71 hours) without changing first response times How to staff for real demand: uncover when to flex coverage, hire or scale automation. Get a clear-eyed view of what’s working in modern IT help desks, and the decisions shaping the teams pulling ahead in 2026.
