Why has the average time to resolve HR tickets through inFeedo's helpdesk feature increased by 40% in the last two weeks?

Introduction

The recent 40% increase in average resolution time for HR tickets through inFeedo's helpdesk feature is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent system update. Has there been any significant change to the helpdesk feature in the last month?

Why it matters: System changes often lead to unexpected performance issues. Expected answer: Yes, a minor update was rolled out three weeks ago. Impact on approach: If confirmed, we'd focus on technical root causes first.

• Considering user behavior, I'm curious about ticket volume. Has there been a sudden increase in the number of HR tickets submitted recently?

Why it matters: A surge in tickets could overwhelm the system, increasing resolution times. Expected answer: Ticket volume has remained relatively stable. Impact on approach: If stable, we'd look more closely at internal processes or system issues.

• Thinking about HR team capacity, have there been any changes in staffing or availability of HR personnel handling these tickets?

Why it matters: Reduced staff capacity could directly impact resolution times. Expected answer: No significant changes in HR staffing. Impact on approach: If staffing is stable, we'd focus more on system or process inefficiencies.

• Regarding ticket complexity, has there been a shift in the types of HR issues being reported through the helpdesk?

Why it matters: More complex issues naturally take longer to resolve. Expected answer: No noticeable change in ticket complexity. Impact on approach: If complexity is unchanged, we'd investigate other factors affecting resolution time.