The only suggestions I have are:- Upgrade to a more current version.There was a lot of DB optimization stuff that happened between 1.9 and 1.10. Much of how osTicket talked to the database changed.- throw more hardware at the problemYou haven't told us what your hardware specs are for your server, or what your setup looks like so it's impossible to know what to recommend. Letting PHP or the webserver access more RAM might help. - consolidate services as much as possible.have the web server one server, Mysql on another and mail on another and dns on another? Or using a off network mail server? Or using an off network MySQL server? bringing some or all of these services together can help performance. Again you haven't told us what your setup looks like so it's impossible to know what to recommend.