A backlog that never falls is rarely a service-wide effort problem — it's a routing and ownership problem in a handful of categories. The audit shows exactly where yours concentrates, on your Freshservice data, and how to clear it.
Service Desk Performance Audit · £995 (founding rate £745) · delivered inside a week
The problem
When aging tickets are treated as one large pile, everyone shares the guilt and nobody owns the fix. But look at the data and the pattern is almost always the same: a small number of categories hold most of the tickets older than 14 days, and two of them route to a single person.
That's good news — a concentrated problem is a cheap problem. You don't need a heroic effort or more people; you need ownership and routing in three specific places.
The backlog number holds steady no matter how hard the team pushes
A few categories account for most of your aging tickets
Key queues depend on one person being available
No clear owner for the oldest tickets
New demand refilling the backlog as fast as it clears
How the audit tackles it
The audit measures aging by category and queue, isolates the two or three that drive most of it, and checks the routing and repeat demand feeding them. You see the real shape of the backlog rather than the headline total.
The 90-day plan gives those categories owners, introduces a weekly aging review, and adds routing rules and catalogue items to stop predictable demand refilling the pile — sequenced so the quick wins land first.
What you get
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your workspace and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
FAQ
Twelve months of your Freshservice data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.