- One in two IT requests happen outside of 9-5, new report claims
- Despite being spread out, most requests are still routine
- AI-powered automation and self-service can help close the gap and reduce downtime
Flexible and hybrid work 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 waiting hours before IT picks up their support ticket.
New data from Freshworks has claimed that almost half (47%) of IT requests are now being made outside of normal working hours in what is 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 from daytime norms of around 6-8%.
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Hybrid work puts stress on IT teams
Although service requests are generally unchanged after hours, IT team personnel are, leading to a typical drop in SLA resolution rates of around 2-5 percentage points.
As a result, and with workers wanting faster responses, many are turning to informal channels like Slack for faster help, which only adds further pressure to IT teams who must monitor approved ticket channels and instant messaging platforms for help requests.
“When a critical security patch or login failure occurs at 8 p.m., an extra hour’s delay isn’t just a delay, it’s actually a window of vulnerability,” the report describes.
Times of high demand, such as at the end of the quarter, also generate an increase in ticket volume, with increases 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 close the gap. Many are turning to AI-powered self-service to meet the demand for working hours.
“We’re not promoting it as ‘we’re never going to be here for you again,'” explained Katz Media Group CTO Robert Lyons. “It’s just another way to offer another channel to get you help faster.”
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