Support operations · rolling 12 weeks
Volume is under control. The risk is the tail: tickets older than 30 days have doubled while the headline count barely moved.
Exhibit 1
Infrastructure holds a third of the backlog and nearly all of the ageing. Filter to it and the median age doubles.
| Ticket | Queue | Owner | Age, days | Reopens | Trend | SLA |
|---|
Source: ServiceDesk export 11 Sep 2026 06:00. Age is calendar days since creation. Tickets pending customer response are excluded from SLA breach counts, which is why the two columns disagree.
Exhibit 2a
Exhibit 2b
Week 37 is in progress and excluded — a partial week beside closed ones reads as a sudden drop.