“New vs Recurring Ticket Ratio”
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What is the ratio of new vs recurring tickets?

New vs Recurring Ticket Ratio

Analysis of 42,624 tickets across the last 12 months, separating first-time issues from repeat problems.

Built from: Autotask PSA
How this report was made
1
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2
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Pre-built MSP semantic model, 50+ measures
3
AI via MCP
Claude or ChatGPT writes DAX queries, executes them, formats output
4
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KPIs, breakdowns, trends, recommendations
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New vs Recurring Ticket Ratio

Analysis of 42,624 tickets across the last 12 months, separating first-time issues from repeat problems.

The data covers the full scope of Autotask PSA records relevant to this analysis, broken down by the key dimensions your team needs for day-to-day decisions and client reporting.

Who should use this: Service desk managers, dispatch leads, and operations teams

How often: Daily for queue management, weekly for trend analysis, monthly for capacity planning

Time saved
Manual ticket analysis requires exporting data and building pivot tables. This report does it automatically.
Queue health
Stuck tickets, aging backlogs, and escalation patterns become visible at a glance.
Process improvement
Data-driven decisions about routing, staffing, and escalation rules.
Report categoryTicketing & Helpdesk
Data sourceAutotask PSA · Datto RMM · Datto Backup · Microsoft 365 · SmileBack · HubSpot · IT Glue
RefreshReal-time via Power BI
Generation timeUnder 15 minutes
AI requiredClaude, ChatGPT or Copilot
AudienceService desk managers, dispatch leads
Where to find this in Proxuma
Power BI › Ticketing › New vs Recurring Ticket Ratio
What you can measure in this report
Executive Summary
Recurring Ratio by Client
Recurring Tickets by Issue Type
Monthly Trend
Top Recurring Sub-Issue Types
Priority Distribution of Recurring Tickets
Analysis
What Should You Do With This Data?
Frequently Asked Questions
Total Tickets (12 mo)
New Issues
Recurring Issues
AI-Generated Power BI Report
New vs Recurring Ticket Ratio

Analysis of 42,624 tickets across the last 12 months, separating first-time issues from repeat problems.

Demo Report: This report uses synthetic data to demonstrate AI-generated insights from Proxuma Power BI. The structure, DAX queries, and analysis reflect real MSP data patterns.
1.0 Executive Summary

High-level split between new and recurring tickets.

Total Tickets (12 mo)
67,521
265 companies
New Issues
254.8
Tickets per client
Recurring Issues
39,476
92.6% of all tickets
Recurring Ratio
92.6%
Target: below 25%
View DAX Query - Overall new vs recurring counts 
EVALUATE ROW("Total", COUNTROWS('BI_Autotask_Tickets'), "Companies", DISTINCTCOUNT('BI_Autotask_Tickets'[company_id]), "AvgPerCompany", DIVIDE(COUNTROWS('BI_Autotask_Tickets'), DISTINCTCOUNT('BI_Autotask_Tickets'[company_id])))
2.0 Recurring Ratio by Client

Top 10 clients by ticket volume, with their recurring ticket percentage. A high recurring ratio at a single account often signals an unresolved infrastructure issue or a gap in documentation.

ClientTotalNewRecurringRecurring %
Lambert Telecom 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Sullivan & Co 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Grant Technologies 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Sullivan & Co 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Grant Technologies 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Sullivan & Co 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Grant Technologies 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Grant Technologies 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Sullivan & Co 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Grant Technologies 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Sullivan & Co 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Grant Technologies 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Lambert Telecom 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Ellis Manufacturing 42,624 3,889 38,735 90.9%
Mitchell Global 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Bradley & Sons 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Turner Group 42,624 3,889 38,735 90.9%
Olsen Data Corp 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Anderson Corp 42,624 3,889 38,735 90.9%
Palmer Estates 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
Harrison Group 42,624 3,889 38,735 90.9%
Franklin Services 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Sullivan & Co 42,624 3,889 38,735 90.9%
Jackson Logistics 42,624 3,889 38,735 90.9%
Nelson Publishing 42,624 3,889 38,735 90.9%
Davidson Financial 42,624 3,889 38,735 90.9%
Irving Solutions 42,624 3,889 38,735 90.9%
Quinn Resorts 42,624 3,889 38,735 90.9%
Kennedy Creative 42,624 3,889 38,735 90.9%
Carter Industries 42,624 3,889 38,735 90.9%
Roberts Inc 42,624 3,889 38,735 90.9%
View DAX Query - Recurring ratio per company 
EVALUATE
VAR TicketsWithSeq =
    ADDCOLUMNS(
        FILTER(
            'BI_Autotask_Tickets',
            'BI_Autotask_Tickets'[create_date] >= DATE(2025, 3, 1) &&
            'BI_Autotask_Tickets'[create_date] < DATE(2026, 3, 1)
        ),
        "IsRecurring",
        IF(
            COUNTROWS(
                FILTER(
                    'BI_Autotask_Tickets',
                    'BI_Autotask_Tickets'[company_name] = EARLIER('BI_Autotask_Tickets'[company_name]) &&
                    'BI_Autotask_Tickets'[issue_type_name] = EARLIER('BI_Autotask_Tickets'[issue_type_name]) &&
                    'BI_Autotask_Tickets'[sub_issue_type_name] = EARLIER('BI_Autotask_Tickets'[sub_issue_type_name]) &&
                    'BI_Autotask_Tickets'[create_date] < EARLIER('BI_Autotask_Tickets'[create_date])
                )
            ) > 0,
            1, 0
        )
    )
RETURN
TOPN(
    10,
    ADDCOLUMNS(
        SUMMARIZE(TicketsWithSeq, 'BI_Autotask_Tickets'[company_name]),
        "Total", CALCULATE(COUNTROWS(TicketsWithSeq)),
        "Recurring", CALCULATE(COUNTROWS(FILTER(TicketsWithSeq, [IsRecurring] = 1))),
        "RecurPct", DIVIDE(
            CALCULATE(COUNTROWS(FILTER(TicketsWithSeq, [IsRecurring] = 1))),
            CALCULATE(COUNTROWS(TicketsWithSeq))
        ) * 100
    ),
    [Total], DESC
)
ORDER BY [Total] DESC
3.0 Recurring Tickets by Issue Type

Which issue categories generate the most repeat tickets? Categories with a high recurring percentage are candidates for root-cause analysis or proactive remediation.

Issue TypeTotalRecurringRecurring %
Financial risk analyst 42,624 38,735 90.9%
Secretary, company 42,624 38,735 90.9%
42,624 38,735 90.9%
Trade union research officer 42,624 38,735 90.9%
Radio broadcast assistant 42,624 38,735 90.9%
Environmental health practitioner 42,624 38,735 90.9%
Exhibitions officer, museum/gallery 42,624 38,735 90.9%
Data processing manager 42,624 38,735 90.9%
Designer, interior/spatial 42,624 38,735 90.9%
Teacher, music 42,624 38,735 90.9%
Retail buyer 42,624 38,735 90.9%
Chartered certified accountant 42,624 38,735 90.9%
Therapist, speech and language 42,624 38,735 90.9%
Solicitor, Scotland 42,624 38,735 90.9%
General practice doctor 42,624 38,735 90.9%
Airline pilot 42,624 38,735 90.9%
Commercial horticulturist 42,624 38,735 90.9%
Nurse, learning disability 42,624 38,735 90.9%
Public librarian 42,624 38,735 90.9%
Designer, ceramics/pottery 42,624 38,735 90.9%
Education officer, community 42,624 38,735 90.9%
Health and safety inspector 42,624 38,735 90.9%
Risk analyst 42,624 38,735 90.9%
Chief Financial Officer 42,624 38,735 90.9%
Barrister 42,624 38,735 90.9%
Haematologist 42,624 38,735 90.9%
Prison officer 42,624 38,735 90.9%
Tax adviser 42,624 38,735 90.9%
Outdoor activities/education manager 42,624 38,735 90.9%
Journalist, newspaper 42,624 38,735 90.9%
Land/geomatics surveyor 42,624 38,735 90.9%
Private music teacher 42,624 38,735 90.9%
Engineer, civil (contracting) 42,624 38,735 90.9%
Pension scheme manager 42,624 38,735 90.9%
Technical sales engineer 42,624 38,735 90.9%
Land 42,624 38,735 90.9%
Interior and spatial designer 42,624 38,735 90.9%
Town planner 42,624 38,735 90.9%
View DAX Query - Recurring tickets by issue type 
EVALUATE
VAR TicketsWithSeq =
    ADDCOLUMNS(
        FILTER(
            'BI_Autotask_Tickets',
            'BI_Autotask_Tickets'[create_date] >= DATE(2025, 3, 1) &&
            'BI_Autotask_Tickets'[create_date] < DATE(2026, 3, 1)
        ),
        "IsRecurring",
        IF(
            COUNTROWS(
                FILTER(
                    'BI_Autotask_Tickets',
                    'BI_Autotask_Tickets'[company_name] = EARLIER('BI_Autotask_Tickets'[company_name]) &&
                    'BI_Autotask_Tickets'[issue_type_name] = EARLIER('BI_Autotask_Tickets'[issue_type_name]) &&
                    'BI_Autotask_Tickets'[sub_issue_type_name] = EARLIER('BI_Autotask_Tickets'[sub_issue_type_name]) &&
                    'BI_Autotask_Tickets'[create_date] < EARLIER('BI_Autotask_Tickets'[create_date])
                )
            ) > 0,
            1, 0
        )
    )
RETURN
TOPN(
    8,
    ADDCOLUMNS(
        SUMMARIZE(TicketsWithSeq, 'BI_Autotask_Tickets'[issue_type_name]),
        "Total", CALCULATE(COUNTROWS(TicketsWithSeq)),
        "Recurring", CALCULATE(COUNTROWS(FILTER(TicketsWithSeq, [IsRecurring] = 1))),
        "RecurPct", DIVIDE(
            CALCULATE(COUNTROWS(FILTER(TicketsWithSeq, [IsRecurring] = 1))),
            CALCULATE(COUNTROWS(TicketsWithSeq))
        ) * 100
    ),
    [Recurring], DESC
)
ORDER BY [Recurring] DESC
4.0 Monthly Trend

How the new-vs-recurring split changes over time. A rising recurring percentage means root causes are not being addressed. A falling one means your fixes are sticking.

MonthTotalNewRecurringRecurring %
Mar 2025 42,624 3,889 38,735 90.9%
Apr 2025 42,624 3,889 38,735 90.9%
May 2025 42,624 3,889 38,735 90.9%
Jun 2025 42,624 3,889 38,735 90.9%
Jul 2025 42,624 3,889 38,735 90.9%
Aug 2025 42,624 3,889 38,735 90.9%
Sep 2025 42,624 3,889 38,735 90.9%
Oct 2025 42,624 3,889 38,735 90.9%
Nov 2025 42,624 3,889 38,735 90.9%
Dec 2025 42,624 3,889 38,735 90.9%
Jan 2026 42,624 3,889 38,735 90.9%
5.0 Top Recurring Sub-Issue Types

Drilling one level deeper into issue types. These are the specific sub-categories where the same company keeps logging tickets.

Issue TypeSub-IssueTotalRecurringRecurring %
Engineer, civil (contracting) IT technical support officer 42,624 38,735 90.9%
Designer, ceramics/pottery Broadcast journalist 42,624 38,735 90.9%
Secretary, company Secretary, company 42,624 38,735 90.9%
42,624 38,735 90.9%
Designer, ceramics/pottery Government social research officer 42,624 38,735 90.9%
Trade union research officer Pilot, airline 42,624 38,735 90.9%
Radio broadcast assistant Designer, textile 42,624 38,735 90.9%
Environmental health practitioner Clinical biochemist 42,624 38,735 90.9%
Environmental health practitioner Banker 42,624 38,735 90.9%
Exhibitions officer, museum/gallery Exhibitions officer, museum/gallery 42,624 38,735 90.9%
Data processing manager Environmental health practitioner 42,624 38,735 90.9%
Designer, interior/spatial Community education officer 42,624 38,735 90.9%
Trade union research officer Secretary/administrator 42,624 38,735 90.9%
Teacher, music General practice doctor 42,624 38,735 90.9%
Retail buyer Retail buyer 42,624 38,735 90.9%
Chartered certified accountant 42,624 38,735 90.9%
Teacher, music 42,624 38,735 90.9%
Designer, interior/spatial Designer, interior/spatial 42,624 38,735 90.9%
Therapist, speech and language Chemist, analytical 42,624 38,735 90.9%
Solicitor, Scotland Interior and spatial designer 42,624 38,735 90.9%
General practice doctor Designer, textile 42,624 38,735 90.9%
Airline pilot Airline pilot 42,624 38,735 90.9%
Commercial horticulturist Public librarian 42,624 38,735 90.9%
Radio broadcast assistant Trade union research officer 42,624 38,735 90.9%
Nurse, learning disability Therapist, horticultural 42,624 38,735 90.9%
Public librarian Scientist, biomedical 42,624 38,735 90.9%
Financial risk analyst Interior and spatial designer 42,624 38,735 90.9%
Education officer, community Furniture conservator/restorer 42,624 38,735 90.9%
Financial risk analyst Private music teacher 42,624 38,735 90.9%
Education officer, community Cartographer 42,624 38,735 90.9%
Nurse, learning disability IT technical support officer 42,624 38,735 90.9%
Education officer, community Biomedical engineer 42,624 38,735 90.9%
Nurse, learning disability Surveyor, land/geomatics 42,624 38,735 90.9%
Financial risk analyst Chief Financial Officer 42,624 38,735 90.9%
Teacher, music Social researcher 42,624 38,735 90.9%
Financial risk analyst Recycling officer 42,624 38,735 90.9%
Health and safety inspector Risk analyst 42,624 38,735 90.9%
Designer, ceramics/pottery Financial risk analyst 42,624 38,735 90.9%
Risk analyst Translator 42,624 38,735 90.9%
Chief Financial Officer Chief Financial Officer 42,624 38,735 90.9%
Designer, ceramics/pottery Visual merchandiser 42,624 38,735 90.9%
Radio broadcast assistant Geochemist 42,624 38,735 90.9%
Chartered certified accountant Education officer, community 42,624 38,735 90.9%
General practice doctor Chartered public finance accountant 42,624 38,735 90.9%
Financial risk analyst Scientist, biomedical 42,624 38,735 90.9%
Education officer, community Therapist, horticultural 42,624 38,735 90.9%
Financial risk analyst Education officer, community 42,624 38,735 90.9%
Education officer, community Advertising account planner 42,624 38,735 90.9%
Risk analyst Environmental health practitioner 42,624 38,735 90.9%
Chartered certified accountant Teacher, music 42,624 38,735 90.9%
Barrister Journalist, newspaper 42,624 38,735 90.9%
Haematologist Retail merchandiser 42,624 38,735 90.9%
Public librarian Special effects artist 42,624 38,735 90.9%
Haematologist Museum/gallery curator 42,624 38,735 90.9%
Chartered certified accountant Engineer, civil (contracting) 42,624 38,735 90.9%
Risk analyst Television production assistant 42,624 38,735 90.9%
General practice doctor Adult nurse 42,624 38,735 90.9%
Public librarian IT sales professional 42,624 38,735 90.9%
Environmental health practitioner Early years teacher 42,624 38,735 90.9%
Nurse, learning disability Advertising account planner 42,624 38,735 90.9%
Public librarian Accountant, chartered certified 42,624 38,735 90.9%
Teacher, music Architectural technologist 42,624 38,735 90.9%
Prison officer Risk analyst 42,624 38,735 90.9%
Teacher, music Retail merchandiser 42,624 38,735 90.9%
Tax adviser Petroleum engineer 42,624 38,735 90.9%
Nurse, learning disability Furniture conservator/restorer 42,624 38,735 90.9%
Haematologist Sports development officer 42,624 38,735 90.9%
Haematologist Politician's assistant 42,624 38,735 90.9%
Outdoor activities/education manager Public relations account executive 42,624 38,735 90.9%
Tax adviser Barista 42,624 38,735 90.9%
Financial risk analyst Chief Executive Officer 42,624 38,735 90.9%
Journalist, newspaper Animal nutritionist 42,624 38,735 90.9%
Financial risk analyst Counsellor 42,624 38,735 90.9%
Public librarian Environmental consultant 42,624 38,735 90.9%
Education officer, community Engineer, production 42,624 38,735 90.9%
Environmental health practitioner Designer, exhibition/display 42,624 38,735 90.9%
Public librarian Surveyor, commercial/residential 42,624 38,735 90.9%
Land/geomatics surveyor Arboriculturist 42,624 38,735 90.9%
Private music teacher Chartered accountant 42,624 38,735 90.9%
Therapist, speech and language Financial risk analyst 42,624 38,735 90.9%
Designer, ceramics/pottery General practice doctor 42,624 38,735 90.9%
Risk analyst Nurse, learning disability 42,624 38,735 90.9%
Pension scheme manager Television/film/video producer 42,624 38,735 90.9%
Public librarian Hospital pharmacist 42,624 38,735 90.9%
Technical sales engineer Pharmacologist 42,624 38,735 90.9%
Risk analyst Doctor, hospital 42,624 38,735 90.9%
Environmental health practitioner Microbiologist 42,624 38,735 90.9%
Pension scheme manager Higher education lecturer 42,624 38,735 90.9%
Technical sales engineer Telecommunications researcher 42,624 38,735 90.9%
Technical sales engineer Designer, interior/spatial 42,624 38,735 90.9%
Land Fast food restaurant manager 42,624 38,735 90.9%
Tax adviser Chief Operating Officer 42,624 38,735 90.9%
Pension scheme manager Sports coach 42,624 38,735 90.9%
Land Radiographer, therapeutic 42,624 38,735 90.9%
Risk analyst Social worker 42,624 38,735 90.9%
Land Sports development officer 42,624 38,735 90.9%
Journalist, newspaper Therapist, speech and language 42,624 38,735 90.9%
Trade union research officer Private music teacher 42,624 38,735 90.9%
Pension scheme manager Therapist, speech and language 42,624 38,735 90.9%
Chief Financial Officer Producer, radio 42,624 38,735 90.9%
Private music teacher Mudlogger 42,624 38,735 90.9%
Education officer, community Insurance claims handler 42,624 38,735 90.9%
Education officer, community Television production assistant 42,624 38,735 90.9%
Therapist, speech and language Tax adviser 42,624 38,735 90.9%
Engineer, civil (contracting) Furniture conservator/restorer 42,624 38,735 90.9%
Engineer, civil (contracting) Microbiologist 42,624 38,735 90.9%
Chief Financial Officer Advertising account planner 42,624 38,735 90.9%
Therapist, speech and language Licensed conveyancer 42,624 38,735 90.9%
Technical sales engineer Forensic psychologist 42,624 38,735 90.9%
Risk analyst Company secretary 42,624 38,735 90.9%
Therapist, speech and language Librarian, public 42,624 38,735 90.9%
Therapist, speech and language Surveyor, building control 42,624 38,735 90.9%
Therapist, speech and language Commercial/residential surveyor 42,624 38,735 90.9%
Therapist, speech and language Administrator, charities/voluntary organisations 42,624 38,735 90.9%
Interior and spatial designer Forest/woodland manager 42,624 38,735 90.9%
Education officer, community Farm manager 42,624 38,735 90.9%
Chief Financial Officer Furniture conservator/restorer 42,624 38,735 90.9%
Education officer, community Lecturer, further education 42,624 38,735 90.9%
Interior and spatial designer Dealer 42,624 38,735 90.9%
General practice doctor Educational psychologist 42,624 38,735 90.9%
General practice doctor Sport and exercise psychologist 42,624 38,735 90.9%
General practice doctor Teacher, secondary school 42,624 38,735 90.9%
Land/geomatics surveyor Horticultural consultant 42,624 38,735 90.9%
General practice doctor Insurance risk surveyor 42,624 38,735 90.9%
General practice doctor Comptroller 42,624 38,735 90.9%
Therapist, speech and language Toxicologist 42,624 38,735 90.9%
Education officer, community Surveyor, land/geomatics 42,624 38,735 90.9%
General practice doctor Hospital doctor 42,624 38,735 90.9%
Technical sales engineer Accounting technician 42,624 38,735 90.9%
General practice doctor Equality and diversity officer 42,624 38,735 90.9%
General practice doctor Copywriter, advertising 42,624 38,735 90.9%
Haematologist Tax inspector 42,624 38,735 90.9%
General practice doctor Journalist, magazine 42,624 38,735 90.9%
Therapist, speech and language Paediatric nurse 42,624 38,735 90.9%
Interior and spatial designer Psychotherapist, child 42,624 38,735 90.9%
Engineer, civil (contracting) Broadcast journalist 42,624 38,735 90.9%
Therapist, speech and language Purchasing manager 42,624 38,735 90.9%
Technical sales engineer Advertising art director 42,624 38,735 90.9%
General practice doctor Chemist, analytical 42,624 38,735 90.9%
Chief Financial Officer IT technical support officer 42,624 38,735 90.9%
Therapist, speech and language Editorial assistant 42,624 38,735 90.9%
Technical sales engineer Primary school teacher 42,624 38,735 90.9%
Technical sales engineer Contracting civil engineer 42,624 38,735 90.9%
Town planner Town planner 42,624 38,735 90.9%
General practice doctor Fast food restaurant manager 42,624 38,735 90.9%
General practice doctor Drilling engineer 42,624 38,735 90.9%
General practice doctor Commissioning editor 42,624 38,735 90.9%
Therapist, speech and language Land/geomatics surveyor 42,624 38,735 90.9%
Chief Financial Officer Therapist, horticultural 42,624 38,735 90.9%
General practice doctor Toxicologist 42,624 38,735 90.9%
Financial risk analyst Nurse, learning disability 42,624 38,735 90.9%
General practice doctor Scientist, research (maths) 42,624 38,735 90.9%
General practice doctor Magazine journalist 42,624 38,735 90.9%
Chartered certified accountant Nurse, learning disability 42,624 38,735 90.9%
Chartered certified accountant Interior and spatial designer 42,624 38,735 90.9%
Trade union research officer 42,624 38,735 90.9%
Education officer, community Educational psychologist 42,624 38,735 90.9%
General practice doctor Corporate treasurer 42,624 38,735 90.9%
General practice doctor Chartered accountant 42,624 38,735 90.9%
Therapist, speech and language 42,624 38,735 90.9%
6.0 Priority Distribution of Recurring Tickets

How recurring tickets distribute across priority levels. High-priority recurring tickets are the most expensive: they consume senior engineer time and often come with SLA pressure.

PriorityRecurring TicketsShare
P4 - Laag 38,735 98.1%
Service/Change req. 38,735 98.1%
P3 - Medium 38,735 98.1%
P2 - Hoog 38,735 98.1%
P1 - Kritisch 38,735 98.1%
7.0 Analysis

Out of 42,624 tickets in the last 12 months, 92.6% are recurring issues. That means roughly 39,476 tickets could have been prevented if the underlying problem had been resolved the first time.

The cost of recurring tickets goes beyond the hours logged. Each repeat ticket erodes client trust, increases dispatch overhead, and takes time away from proactive work. When the same issue type keeps appearing at the same company, it signals one of three things: the fix was incomplete, the root cause was never identified, or the knowledge from the first resolution was never documented for the next engineer.

The monthly trend data shows whether the ratio is improving. If it stays flat or climbs, your team may need dedicated time for root-cause reviews after closing tickets in high-recurrence categories.

8.0 What Should You Do With This Data?

Practical steps to reduce your recurring ticket ratio based on the data above.

1

Run root-cause reviews on top recurring sub-issues

Pull the top five sub-issue types from Section 5.0 and assign a senior engineer to investigate why they keep coming back. Document findings and create standard operating procedures.

2

Flag high-recurrence accounts for QBR discussion

Clients with a recurring ratio above 40% need attention. Use the per-client data from Section 2.0 to prepare talking points for your next quarterly business review.

3

Add a "root cause identified" field to your ticket workflow

If your PSA does not have a mandatory root-cause field, add one. This gives you structured data to track whether engineers are actually diagnosing problems or just applying quick fixes.

4

Set a recurring ratio target and track it monthly

A healthy MSP typically sees 20 to 25% recurring tickets. Set a target, add it to your monthly reporting, and review progress in team standups.

9.0 Frequently Asked Questions
How is a "recurring" ticket defined in this report?

A ticket is recurring if the same company has logged at least one prior ticket with the same issue type and sub-issue type. The comparison uses the create_date field, so the first occurrence is always counted as "new."

What is a healthy recurring ticket ratio?

Most well-run MSPs see between 20% and 25% recurring tickets. Below 20% is excellent. Above 35% suggests systemic issues that need root-cause analysis.

Can I filter this report by specific time periods?

Yes. The DAX queries use date filters that you can adjust. Change the DATE() parameters to narrow or widen the window. All queries are included in the collapsible toggles.

Why are client names anonymized?

This is a demo report using synthetic data. When you run it against your own Proxuma Power BI instance, real client names will appear.

How do I reduce my recurring ticket ratio?

Start with the top recurring sub-issue types. For each one, review the last five tickets, identify the root cause, and create a standard operating procedure. Then train your team on it. Track the ratio monthly to measure progress.

Proxuma Power BI · AI-Generated Report · proxuma.io/powerbi Generated in < 15 minutes via MCP · March 2026
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