This report provides a detailed breakdown of whats our ticket volume by day of week and time of day for managed service providers.
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
67,521 Autotask tickets analyzed across every hour of the day and every day of the week. This is what the data shows about when your team is actually under pressure.
Tuesday is your busiest day. 8am is your most congested hour. 35.7% of all tickets arrive outside business hours. Weekend volume is almost entirely automated monitoring noise. This report breaks down all 67,521 tickets by time so your scheduling decisions are grounded in data.
EVALUATE
ROW(
"Total Tickets", COUNTROWS('BI_Autotask_Tickets'),
"Business Hours Tickets", CALCULATE(
COUNTROWS('BI_Autotask_Tickets'),
FILTER('BI_Autotask_Tickets',
HOUR('BI_Autotask_Tickets'[create_datetime]) >= 8
&& HOUR('BI_Autotask_Tickets'[create_datetime]) < 18
)
)
)Tuesday leads with 14,067 tickets. Friday is the quietest weekday. Weekend volume totals just 9.5% — and it's mostly automated monitoring.
| Day | Tickets | % of Total | vs. Tuesday Index |
|---|---|---|---|
| Monday | 13,580 | 20.1% | 96.5 |
| Tuesday ★ | 14,067 | 20.8% | 100 (peak) |
| Wednesday | 12,332 | 18.3% | 87.7 |
| Thursday | 11,926 | 17.7% | 84.8 |
| Friday | 9,181 | 13.6% | 65.3 |
| Saturday | 2,791 | 4.1% | 19.8 |
| Sunday | 3,644 | 5.4% | 25.9 |
Friday is 34.7% quieter than Tuesday — a natural window for maintenance, change deployments, and proactive client work. Weekdays collectively account for 90.5% of all ticket volume.
EVALUATE
ADDCOLUMNS(
VALUES('BI_Common_Dim_Date'[day_of_week]),
"DayName", CALCULATE(MAX('BI_Common_Dim_Date'[day_name])),
"Ticket Count", CALCULATE(
COUNTROWS('BI_Autotask_Tickets'),
USERELATIONSHIP(
'BI_Autotask_Tickets'[create_date],
'BI_Common_Dim_Date'[date]
)
)
)
ORDER BY 'BI_Common_Dim_Date'[day_of_week]8am alone generates 6,722 tickets — 10% of all daily volume in a single hour. The 7–9am window accounts for 27.9% of your entire ticket load.
| Hour | Tickets | Window | Note |
|---|---|---|---|
| 8am ★ | 6,722 | Business | Daily peak — heaviest load |
| 9am | 6,526 | Business | Part of morning surge |
| 7am | 5,570 | Business | Early arrivals spike before 8am |
| 10am | 5,334 | Business | Post-surge settling |
| 12pm | 5,281 | Business | Midday secondary bump |
| 22pm | 2,369 | Off-hours | Late-night alert batch spike |
EVALUATE
SELECTCOLUMNS(
ADDCOLUMNS(
GENERATESERIES(0, 23, 1),
"Ticket Count", CALCULATE(
COUNTROWS('BI_Autotask_Tickets'),
FILTER(
'BI_Autotask_Tickets',
HOUR('BI_Autotask_Tickets'[create_datetime]) = [Value]
)
)
),
"Hour", [Value],
"Ticket Count", [Ticket Count]
)On weekdays, incidents drive volume. On weekends, it's monitoring. Saturday is 59% alerts; Sunday hits 72%. Service requests nearly disappear on weekends.
| Day | Incidents | Alerts | Service Requests | Alert Share | Composition |
|---|---|---|---|---|---|
| Monday | 6,012 | 3,037 | 2,766 | 22.4% | |
| Tuesday | 5,850 | 3,583 | 2,975 | 25.5% | |
| Wednesday | 5,085 | 3,292 | 2,475 | 26.7% | |
| Thursday | 4,977 | 3,175 | 2,401 | 26.6% | |
| Friday | 4,012 | 2,428 | 1,688 | 26.4% | |
| Saturday | 963 | 1,660 | 146 | 59.3% | |
| Sunday | 765 | 2,615 | 202 | 72.0% |
EVALUATE
ADDCOLUMNS(
VALUES('BI_Common_Dim_Date'[day_of_week]),
"DayName", CALCULATE(MAX('BI_Common_Dim_Date'[day_name])),
"Incidents", CALCULATE(
COUNTROWS('BI_Autotask_Tickets'),
USERELATIONSHIP(
'BI_Autotask_Tickets'[create_date],
'BI_Common_Dim_Date'[date]
),
'BI_Autotask_Tickets'[ticket_type_name] = "Incident"
),
"Alerts", CALCULATE(
COUNTROWS('BI_Autotask_Tickets'),
USERELATIONSHIP(
'BI_Autotask_Tickets'[create_date],
'BI_Common_Dim_Date'[date]
),
'BI_Autotask_Tickets'[ticket_type_name] = "Alert"
),
"Service Requests", CALCULATE(
COUNTROWS('BI_Autotask_Tickets'),
USERELATIONSHIP(
'BI_Autotask_Tickets'[create_date],
'BI_Common_Dim_Date'[date]
),
'BI_Autotask_Tickets'[ticket_type_name] = "Service Request"
)
)
ORDER BY 'BI_Common_Dim_Date'[day_of_week]Five things the data tells you about when to staff, when to schedule maintenance, and where your automated alert noise lives.
If your team is equally staffed every weekday, Tuesday and Monday are absorbing disproportionate load. The Mon–Tue block is where client pressure concentrates. Friday drops to 9,181 — your quietest workday by a significant margin.
24,119 tickets land outside the 8am–6pm window. For an MSP with SLA obligations, that's a third of your volume hitting when nobody's watching. Light on-call coverage with alert triage is the floor, not a nice-to-have.
Saturday runs at 59% alerts; Sunday at 72%. Service requests almost disappear (146 and 202 respectively). A monitoring review cadence or minimal on-call rotation handles weekends. Full team coverage would be waste.
18,818 tickets arrive between 7am and 9am. That's more than the entire Saturday total repeated every single day. Engineers logging in after 9am miss the sharpest part of the curve. Earlier start times or a dedicated morning crew pay off at this scale.
A clean off-hours spike at 10pm signals scheduled processes: backup jobs, patching cycles, end-of-day sync tasks. These may be legitimate and require no action. But if they're generating SLA-relevant alerts, someone needs to be watching or auto-resolve rules need tuning.
Operational questions your team is likely to raise after seeing this data.
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