Case Study: Zipline automates 64% of IT tickets with Risotto

Zipline automates 64% of IT tickets with Risotto

Zipline, a company with a growing U.S. and Africa-based workforce, faced a challenge with massive IT ticket queues that bottlenecked its lean team. The team was fielding up to 200 requests daily, consuming time with repetitive Tier-1 tasks like access provisioning and forcing employees to endure long support wait times. Senior IT Infrastructure Engineer Kyle Currie sought a strategic, Slack-native AI solution from vendor Risotto to automate these processes without compromising quality or compliance.

Risotto implemented its AI help desk agent, which integrated with Zipline's Slack, Okta, and other apps. The solution autosolved common Tier-1 requests by drawing from company documentation and pre-approved rules. As a result, Risotto advanced or autosolved 64% of IT tickets and achieved a 100% access grant automation rate across 30 apps. This saved thousands of hours in support wait time, multiplied the IT team's capacity, and allowed them to focus on higher-value work.

Zipline