Summary

  • ARIN’s 2024 annual report says Registration Services resolved 17,817 total tickets; the 2025 report counts 5,577 resource-request tickets.
  • The headline count is 68.7% lower, while phone calls rose and chats fell. ARIN publishes no category bridge or 2025 all-ticket total.

The number looks like a victory lap until you read the noun.

ARIN’s 2024 annual report says Registration Services resolved 17,817 “total tickets.” Its 2025 annual report reports 5,577 “resource request tickets.” Subtract one from the other and the 2025 figure is 68.7% lower. Put the labels side by side and the comparison loses its clean edge: the first count says all tickets; the second names one kind.

ARIN does not publish a 2025 total for all resolved tickets or a table mapping the 2024 categories into the 2025 resource-request bucket. The arithmetic is exact. The operational story is missing one line of accounting.

The other customer-service numbers refuse to form a tidy trend. Registration Services received 5,999 phone calls in 2024 and 6,682 in 2025, an 11.4% rise. Chats moved the other way: 1,721 to 1,407, down 18.2%. Those are incoming contacts; the headline is resolved tickets. ARIN does not say how often a call or chat becomes a ticket, whether one request can create several contacts, or how many cases carried over at year-end. Adding the channels together would turn unlike units into a fake workload total.

Financial Services supplies a second, separate cross-check. It prepared 32,200 invoices in 2024 and 33,200 in 2025, while reported billings rose from US$29.5 million to US$31.8 million. Accounts receivable handled about 2,250 billing service calls in 2024 and about 1,800 in 2025. More invoices, fewer billing calls: another mixed signal, from another department. It cannot explain Registration Services’ ticket line.

The operating chart changed, too. In 2024, ARIN said two teams would be established for 2025 to expand technical service support and registry integrity. The 2025 report places Customer Technical Services and Registry Integrity and Oversight inside Customer Experience & Strategy. It does not show how those hand-offs fit the ticket count. The reports leave readers to compare a broad bucket across a year in which the work was being organized into more specialized teams.

That gap matters to operators who depend on registration requests and to members who fund and oversee the service. A year-on-year count is useful only if the unit survives the year. If ARIN changes the unit, the bridge belongs beside the number: what counts as a ticket, which request types are included, whether reopened cases count again, and how work routed to a specialist team is recorded.

ARIN should publish both series for a transition year: all resolved tickets under the old definition and resource-request tickets under the new one. Add opened cases, closing backlog, resolution-time bands, channel-to-ticket links and cross-team transfers. Then the next report can show whether demand changed, work moved, or the category changed. Right now the reports show the category changed; the rest is still inside ARIN’s systems.

Sources: ARIN 2024 Annual Report · ARIN 2025 Annual Report