Case Study: Remote automates global operations and cuts IT ticket workload with Zapier

Remote closes 27.5% of help desk tickets automatically with Zapier

Remote, an HR and remote work platform, faced a challenge where its small IT team was overwhelmed by support requests. With ticket volume coming through untracked Slack messages and no formal system, their support process was reactive and fragmented, causing tickets to be missed. This threatened their ability to scale operations efficiently.

The solution was implemented using Zapier to create an AI-powered help desk. Zapier automates ticket intake, triage, and resolution across Slack, email, and a chatbot, handling user validation and routing. This integration has delivered significant results for Remote: 27.5% of help desk tickets are now closed automatically, saving 616 hours monthly. Overall, Zapier-powered workflows save the company 6,659 workdays per month and have avoided an estimated $500,000 in additional hiring costs, allowing Remote to scale without proportionally increasing headcount.

Remote