SLA Performance by Queue

This split pattern — low first response, high resolution — typically means tickets sit unacknowledged in the queue, but once someone picks them up, they close quickly. The SLA clock starts when the ticket arrives, not when it's assigned. If Centralized Services has a later-than-typical assignment pattern (e.g. tickets route there from another queue after triage), the first-response window may be expiring during transit. Check whether routing delays are contributing to the first-response gap before adding headcount.

Yes — internal queues benefit from SLA governance even without client-facing consequences. Without targets, internal work consistently gets deprioritized in favour of billable tickets, creating a "permanent backlog" of internal tech debt. Setting internal SLAs (even lenient ones like 8-hour first response) makes internal work visible and manageable. The low compliance rate in Interne IT suggests either no SLA targets are set, or they're set but consistently ignored without enforcement.

Three approaches work for queues doing long-cycle work: (1) Exclude project-phase tickets from standard resolution SLA measurement — use milestone tracking instead of ticket-close SLAs. (2) Create sub-queues with longer SLA windows for professional engagements vs. simple service requests. (3) Add interim status updates (e.g. "In Progress" with a note) that pause the resolution clock in Autotask, provided your SLA configuration supports that. Match the SLA framework to the actual work type, rather than forcing all tickets into a one-size model.