- One in two IT requests happen outside of the 9-5, new report claims
- Despite being spread out, most requests are still routine in nature
- AI-powered automation and self-service could help plug the gap and reduce downtime
Flexible and hybrid working routines have introduced a new challenge for IT departments – with workers now putting in a shift before or after the traditional 9-5, many are being left waiting hours before IT picks up their support ticket.
New data from Freshworks has claimed nearly half (47%) of IT requests are now being made outside of standard business hours during what’s being called the ‘ghost shift’, with weekends running at around 35% of weekday levels.
Most after-hours requests are routine, the report reveals, including password resets, MFA unlocks and access requests, and escalation rates are no different to daytime norms of around 6-8%.
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Hybrid working is putting stress on IT teams
Although service requests are generally unchanged after-hours, IT team staffing is, which leads to a typical drop in SLA resolution rates of around 2-5 percentage points.
As a result, and with workers wanting quicker responses, many resort to informal channels like Slack for faster help, which only adds further pressure to IT teams who have to monitor approved ticketing channels and instant messaging platforms for help requests.
“When a critical security patch or login failure occurs at 8pm, an extra hour of delay isn’t just a lag, it’s actually a vulnerability window,” the report details.
High-demand times, like end of quarter, also generate a surge in ticket volumes, with spikes as high as 20% during busy periods.
But in an era of automation, all hope is not lost and companies don’t need to spend big on human resources to plug the gap. Many are turning to AI-powered self-service to cover after-hours demand.
“We’re not promoting it as, ‘we’re never going to be here for you again’ ,” Katz Media Group CTO Robert Lyons explained. “It’s just another way to provide another channel to get you assistance faster.”
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