By far, the most common reason that SupportTrio's performance suffer and begins to run slowly is that its database has grown too large in size for your server to handle efficiently.
SupportTrio stores a lot of information. For example, every time you submit a ticket by email, SupportTrio will parse that data and store the attachment, but it will also store an exact copy of the message source; headers, attachments and all. If you're suffering from performance problems, try these suggestions first:
Purge Message Sources
As the email example illustrates, SupportTrio essentially makes a copy of any email submitted to its ticketing system. After a while, this can amount to a lot of data. It's a good idea to purge message sources from time to time, which will really help keep the size of the database down. On any admin page, click the Settings menu and choose the Utilities menu item. You'll find, somewhat farther down the page, an option to purge email sources up to a certain date range.
Purge Tickets
If you don't need to hold onto older tickets, it's a good idea to purge those too. Again, you can use a date range to determine how many tickets will be deleted. Older tickets, if you aren't using them, will have all of the attachment data that came with them; for some people, you can save a lot of space this way.
You may be interested to take a look around the rest of the Utilities screen; some of the other options there can help, but not generally with as much impact as the above suggestions. If you feel that your SupportTrio is still unacceptably slow, and are confident nothing on the server itself could be causing that condition, submit a ticket to our Support Center, and one of our support staff will be happy to look into things for you.
