Internal IT Helpdesk Bot — Enterprise Software Co.
71%
IT tickets resolved without helpdesk staff
2.4d→18min
Average resolution time
Zero
After-hours helpdesk staffing required
2,000+
Monthly tickets handled automatically
The Challenge
An enterprise software company's IT helpdesk received 2,000+ tickets monthly from a 1,800-person workforce — password resets, access requests, VPN issues, device setup. Average ticket resolution time was 2.4 days.
What We Built
We built a Slack-based IT support bot handling the top 40 helpdesk request types: resetting passwords via Active Directory, provisioning software access, VPN setup walkthroughs, and hardware escalation to on-site staff with full ticket context.
“Our helpdesk team went from reactive ticket processing to proactive system maintenance. The bot handles the volume; they handle the complexity.”
— Head of IT Operations
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