MSPCFO Analysis Finds Huntress MSPs Spend Less Time on Identified Security Tickets
Summary
An MSPCFO analysis of 62 MSPs using Huntress and 129 not using it found 26.4% less time per 100 endpoints on identified tickets at Huntress MSPs, based on median sample values.
Key points
- The analysis examined tickets opened from January 2023 through June 2024 and active RMM-managed endpoints, excluding MSPs with fewer than 500 endpoints.
- The sample included 62 MSPs using Huntress and 129 that did not; each MSP had to meet the study's monthly ticket criteria.
- For the ticket types analyzed, median time per ticket per 100 endpoints was 15.28 minutes at Huntress MSPs, compared with 20.76 minutes at non-Huntress MSPs.
- The analysis reported 0.57 identified tickets per 100 endpoints at Huntress MSPs versus 0.87 at non-Huntress MSPs, a 34.8% reduction.
- MSPCFO identified relevant tickets using 670 ticket-type combinations and rules intended to capture security-related tickets even when they did not mention Huntress.
Article Details
- Publisher
- MSPCFO
- Report Period
- Tickets opened 2023-01-01 to 2024-06-30
- Scope
- Comparison of operational ticket time and volume per 100 endpoints for MSPs using Huntress versus those not using it; included active RMM-managed endpoints and excluded automatically closed tickets.
- Sample Size
- 62 MSPs using Huntress and 129 MSPs not using Huntress; MSPs with fewer than 500 endpoints were excluded.
- Key Statistics
- The analysis identified 8,188 tickets across 670 Type/Sub-Type/Item combinations.
- Filtering criteria captured 27.4% of TSI combinations and 44.5% of tickets.
- Unclassifiable tickets were 3.5% of the total; 15.2% lacked useful descriptors beyond the identifier “Huntress.”
- Median time per ticket per 100 endpoints was 15.28 minutes for Huntress MSPs versus 20.76 minutes for non-Huntress MSPs, a reported 26.4% reduction.
- Average tickets per 100 endpoints were 0.57 for Huntress MSPs versus 0.87 for non-Huntress MSPs, a reported 34.8% reduction.