Fast first response and slow resolution is the most expensive pattern in a service desk — it looks fine on the dashboard and costs you everywhere else. The audit measures end-to-end resolution on your Freshservice data and shows you what's driving it up.
Service Desk Performance Audit · £995 (founding rate £745) · delivered inside a week
The problem
First-response SLAs are easy to hit and easy to report, so that's what gets optimised. But the number your users feel — and the one that drives quiet workarounds and shadow IT — is how long it actually takes to close their issue.
The gap between the two is almost never an effort problem. It's demand that shouldn't be manual, routing that adds a first-touch delay, and a backlog parked in a handful of queues. All three are measurable, and all three are fixable without hiring.
Median first response inside SLA; median resolution days long
A meaningful share of tickets needing three or more contacts
Analysts spending time routing and chasing rather than resolving
Aging tickets concentrated in a few categories
Reopens that quietly inflate the real cost per issue
How the audit tackles it
The audit separates response from resolution, measures work-in-progress and aging alongside your SLA reporting, and finds where the time actually goes — the repeat request types, the manual routing, the single-owner queues.
You get each cause quantified on your data and sequenced into a 90-day plan, with the fastest-return changes — routing rules, an aging review, a catalogue item for your top repeat request — placed in the first 30 days.
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.