Case Study: Retool achieves faster IT support and improved SLAs with Risotto

How Retool scaled IT support globally and improved SLAs Using Risotto

Retool, a user-facing company, faced a challenge in scaling its global IT support. Their previous ticketing system did not integrate well with Slack, leading to disorganized informal requests that were difficult to track and resolve efficiently. They turned to Risotto to streamline their Slack support operations and consolidate multiple regional channels.

Using Risotto’s AI-powered platform, Retool automated tier-1 triage and resolution, creating a single agent view for all requests. This solution enabled them to significantly improve their SLAs, reducing average ticket close time from a 2-day target to just 1 day. Risotto also provided robust metrics and the ability to automate access request workflows, leading to more secure and efficient operations.

Retool

Charlie Verrey

IT Manager