GITNUXREPORT 2025

Service Desk Statistics

Automation and customer satisfaction dominate IT service desk priorities in 2023.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

82% of service desk agents report that automation has improved their efficiency

Statistic 2

55% of organizations still handle repetitive requests manually

Statistic 3

42% of companies use AI-powered chatbots in their service desk

Statistic 4

65% of service desks report increased incident detection through automation

Statistic 5

67% of IT organizations plan to adopt more cloud-based service desk solutions in 2023

Statistic 6

80% of ticket resolution times can be reduced with automation tools

Statistic 7

57% of organizations use machine learning to improve ticket categorization

Statistic 8

77% of service desks are planning to upgrade their ticketing systems in the next year

Statistic 9

49% of incident reports are related to network connectivity issues

Statistic 10

83% of IT leaders believe automation will significantly impact service desk operations in the next 5 years

Statistic 11

61% of organizations plan to implement AI chatbots for Tier 1 support

Statistic 12

53% of organizations report that integrating tools improves incident resolution time

Statistic 13

76% of support staff believe that improved tools enhance their productivity

Statistic 14

69% of service requests relate to software configuration and updates

Statistic 15

61% of service desk teams use remote support tools as their primary means of assistance

Statistic 16

45% of organizations still rely heavily on manual documentation processes

Statistic 17

70% of organizations plan to implement AI-driven support solutions within the next 2 years

Statistic 18

77% of support teams have adopted some form of robotic process automation

Statistic 19

69% of organizations are investing in training their service desk staff on emerging technologies

Statistic 20

54% of enterprises are planning to upgrade their ticketing systems this year

Statistic 21

71% of user-reported incidents are resolved without escalation using automated solutions

Statistic 22

85% of organizations utilizing AI report improved accuracy in incident categorization

Statistic 23

70% of IT service desks report that improving customer satisfaction is their top priority

Statistic 24

78% of users expect their service requests to be resolved within 24 hours

Statistic 25

75% of organizations report that their service desk has improved customer satisfaction through automation

Statistic 26

69% of service desk incidents are resolved on the first contact

Statistic 27

88% of employees prefer self-service portals for routine requests

Statistic 28

74% of service desk teams report that user training reduces ticket volume

Statistic 29

58% of organizations have implemented multi-channel support (phone, email, chat, social media)

Statistic 30

66% of organizations measure user satisfaction after support interactions

Statistic 31

45% of organizations offer multilingual support to serve diverse user bases

Statistic 32

52% of service desks report that poor communication contributes to unresolved incidents

Statistic 33

85% of organizations consider customer feedback crucial for continuous service improvement

Statistic 34

59% of service desk teams say that user training reduces repeat incidents

Statistic 35

73% of companies report higher satisfaction when using self-service portals

Statistic 36

36% of companies experience challenges with multi-vendor support environments

Statistic 37

80% of organizations plan to expand self-service options in the coming years

Statistic 38

89% of consumer-facing organizations prioritize quick issue resolution to improve customer retention

Statistic 39

79% of companies have experienced an increase in ticket volume over the past year

Statistic 40

72% of service desks report high satisfaction with their incident management process

Statistic 41

54% of support tickets concerns are related to user account management

Statistic 42

83% of support staff think knowledge bases are essential for faster resolution

Statistic 43

66% of organizations report that user satisfaction improves with proactive support measures

Statistic 44

46% of organizations report difficulty in maintaining up-to-date knowledge articles

Statistic 45

84% of companies use customer feedback polls post-support interaction

Statistic 46

48% of support staff report that lack of proper onboarding affects support quality

Statistic 47

65% of organizations plan to increase their use of self-service portals

Statistic 48

62% of service desk requests involve software troubleshooting

Statistic 49

55% of organizations report that their largest challenge is aligning service desk initiatives with business goals

Statistic 50

71% of service desks use remote desktop tools to assist users

Statistic 51

44% of service desk tickets are related to email client issues

Statistic 52

55% of organizations are investing in mobile support applications for service desks

Statistic 53

50% of service desk incidents involve user error

Statistic 54

70% of service desk issues involve end-user hardware or software environments

Statistic 55

64% of service desk calls are related to password resets

Statistic 56

31% of service desk calls are related to hardware issues

Statistic 57

35% of organizations lack integrated SLAs for their service desk

Statistic 58

90% of organizations monitor service desk performance through KPIs

Statistic 59

53% of companies have integrated their service desk with other IT management tools

Statistic 60

72% of organizations see a reduction in downtime after implementing proactive monitoring

Statistic 61

29% of service desk staff report that they spend more than half of their time on administrative tasks

Statistic 62

69% of organizations utilize ticket prioritization to better manage workloads

Statistic 63

60% of service desks have adopted ITIL practices to improve service delivery

Statistic 64

74% of support teams believe that better knowledge sharing can reduce resolution times

Statistic 65

67% of organizations see analytics as vital for understanding service desk performance

Statistic 66

58% of large organizations track the number of tickets reopened, to assess persistent issues

Statistic 67

63% of organizations measure the ROI of their service desk investments

Statistic 68

42% of organizations are exploring predictive analytics to proactively prevent issues

Statistic 69

74% of organizations believe that integrating automation reduces operational costs

Statistic 70

68% of support teams report that their integration of CMDBs improves issue diagnosis

Statistic 71

72% of organizations recognize the importance of aligning IT service management with overall business objectives

Statistic 72

61% of service desks generate reports weekly to monitor performance

Statistic 73

60% of organizations plan to increase their service desk budgets in 2023

Statistic 74

43% of IT professionals say knowledge management is a major challenge

Statistic 75

54% of service desk agents believe that remote work has increased their workload

Statistic 76

46% of service desk agents are concerned about burnout

Statistic 77

59% of organizations plan to increase training budgets for service desk staff

Statistic 78

38% of service desk tickets are escalated due to lack of expertise

Statistic 79

48% of service desk challenges stem from limited staff training

Statistic 80

55% of service desk managers identify budget constraints as the biggest barrier to innovation

Statistic 81

49% of incidents are classified as low priority, yet they consume significant support resources

Slide 1 of 81

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

70% of IT service desks report that improving customer satisfaction is their top priority
60% of organizations plan to increase their service desk budgets in 2023
82% of service desk agents report that automation has improved their efficiency
55% of organizations still handle repetitive requests manually
78% of users expect their service requests to be resolved within 24 hours
64% of service desk calls are related to password resets
42% of companies use AI-powered chatbots in their service desk
65% of service desks report increased incident detection through automation
43% of IT professionals say knowledge management is a major challenge
54% of service desk agents believe that remote work has increased their workload
67% of IT organizations plan to adopt more cloud-based service desk solutions in 2023
75% of organizations report that their service desk has improved customer satisfaction through automation
80% of ticket resolution times can be reduced with automation tools

As the backbone of IT support, today’s service desks are undergoing a transformation driven by automation, AI, and a relentless focus on customer satisfaction, with over 70% prioritizing improved user experience amidst increased ticket volumes and evolving technological challenges.

Automation and Technology Adoption

82% of service desk agents report that automation has improved their efficiency
55% of organizations still handle repetitive requests manually
42% of companies use AI-powered chatbots in their service desk
65% of service desks report increased incident detection through automation
67% of IT organizations plan to adopt more cloud-based service desk solutions in 2023
80% of ticket resolution times can be reduced with automation tools
57% of organizations use machine learning to improve ticket categorization
77% of service desks are planning to upgrade their ticketing systems in the next year
49% of incident reports are related to network connectivity issues
83% of IT leaders believe automation will significantly impact service desk operations in the next 5 years
61% of organizations plan to implement AI chatbots for Tier 1 support
53% of organizations report that integrating tools improves incident resolution time
76% of support staff believe that improved tools enhance their productivity
69% of service requests relate to software configuration and updates
61% of service desk teams use remote support tools as their primary means of assistance
45% of organizations still rely heavily on manual documentation processes
70% of organizations plan to implement AI-driven support solutions within the next 2 years
77% of support teams have adopted some form of robotic process automation
69% of organizations are investing in training their service desk staff on emerging technologies
54% of enterprises are planning to upgrade their ticketing systems this year
71% of user-reported incidents are resolved without escalation using automated solutions
85% of organizations utilizing AI report improved accuracy in incident categorization

Automation and Technology Adoption Interpretation

Despite nearly universal acknowledgment of automation's transformative potential—evidenced by 82% of agents praising efficiency gains and 85% of organizations citing improved incident categorization—over half of organizations still cling to manual processes for routine requests, revealing a landscape where technological promise often outpaces practice, even as a majority plan ambitious upgrades and rapid AI integration to bridge the gap.

Customer Satisfaction and Service Expectations

70% of IT service desks report that improving customer satisfaction is their top priority
78% of users expect their service requests to be resolved within 24 hours
75% of organizations report that their service desk has improved customer satisfaction through automation
69% of service desk incidents are resolved on the first contact
88% of employees prefer self-service portals for routine requests
74% of service desk teams report that user training reduces ticket volume
58% of organizations have implemented multi-channel support (phone, email, chat, social media)
66% of organizations measure user satisfaction after support interactions
45% of organizations offer multilingual support to serve diverse user bases
52% of service desks report that poor communication contributes to unresolved incidents
85% of organizations consider customer feedback crucial for continuous service improvement
59% of service desk teams say that user training reduces repeat incidents
73% of companies report higher satisfaction when using self-service portals
36% of companies experience challenges with multi-vendor support environments
80% of organizations plan to expand self-service options in the coming years
89% of consumer-facing organizations prioritize quick issue resolution to improve customer retention
79% of companies have experienced an increase in ticket volume over the past year
72% of service desks report high satisfaction with their incident management process
54% of support tickets concerns are related to user account management
83% of support staff think knowledge bases are essential for faster resolution
66% of organizations report that user satisfaction improves with proactive support measures
46% of organizations report difficulty in maintaining up-to-date knowledge articles
84% of companies use customer feedback polls post-support interaction
48% of support staff report that lack of proper onboarding affects support quality
65% of organizations plan to increase their use of self-service portals

Customer Satisfaction and Service Expectations Interpretation

Amid relentless ticket volumes and diverse channels, most IT service desks aim to boost customer happiness with automation, proactive support, and a growing reliance on self-service portals—proving that while tech can today help streamline chaos, clear communication remains the true key to resolving incidents swiftly and satisfactorily.

End-User Engagement and Issue Resolution

62% of service desk requests involve software troubleshooting
55% of organizations report that their largest challenge is aligning service desk initiatives with business goals
71% of service desks use remote desktop tools to assist users
44% of service desk tickets are related to email client issues
55% of organizations are investing in mobile support applications for service desks
50% of service desk incidents involve user error
70% of service desk issues involve end-user hardware or software environments

End-User Engagement and Issue Resolution Interpretation

With over two-thirds of requests rooted in user end-points and a persistent struggle to align support efforts with broader business objectives, it’s clear that service desks are at the front line of both technical troubleshooting and strategic business integration—highlighting the need for smarter, more proactive solutions beyond reactive fixes.

Operational Efficiency and Reporting

64% of service desk calls are related to password resets
31% of service desk calls are related to hardware issues
35% of organizations lack integrated SLAs for their service desk
90% of organizations monitor service desk performance through KPIs
53% of companies have integrated their service desk with other IT management tools
72% of organizations see a reduction in downtime after implementing proactive monitoring
29% of service desk staff report that they spend more than half of their time on administrative tasks
69% of organizations utilize ticket prioritization to better manage workloads
60% of service desks have adopted ITIL practices to improve service delivery
74% of support teams believe that better knowledge sharing can reduce resolution times
67% of organizations see analytics as vital for understanding service desk performance
58% of large organizations track the number of tickets reopened, to assess persistent issues
63% of organizations measure the ROI of their service desk investments
42% of organizations are exploring predictive analytics to proactively prevent issues
74% of organizations believe that integrating automation reduces operational costs
68% of support teams report that their integration of CMDBs improves issue diagnosis
72% of organizations recognize the importance of aligning IT service management with overall business objectives
61% of service desks generate reports weekly to monitor performance

Operational Efficiency and Reporting Interpretation

Despite the majority recognizing the importance of proactive monitoring, analytics, and automation, over half still grapple with ticket overload and fragmented SLAs—reminding us that modern service desks are more about juggling priorities than just resetting passwords.

Resource and Staff Management

60% of organizations plan to increase their service desk budgets in 2023
43% of IT professionals say knowledge management is a major challenge
54% of service desk agents believe that remote work has increased their workload
46% of service desk agents are concerned about burnout
59% of organizations plan to increase training budgets for service desk staff
38% of service desk tickets are escalated due to lack of expertise
48% of service desk challenges stem from limited staff training
55% of service desk managers identify budget constraints as the biggest barrier to innovation
49% of incidents are classified as low priority, yet they consume significant support resources

Resource and Staff Management Interpretation

As organizations bolster budgets and training to tackle mounting remote workloads and knowledge gaps, the rising tide of low-priority tickets consuming support resources underscores the urgent need for smarter, not just bigger, investments in service desk capabilities.