Have you turned on the AI agent in your service desk (ServiceNow, Jira Service Management, Freshservice) to answer common questions?

How to automate it

How to automate “triage and route incoming IT tickets”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

45 min

typically, every day

60%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Turn on the AI agent in your service desk to answer and route tickets

ServiceNow Now Assist, Jira Service Management with Rovo, Freshservice Freddy AI and Zendesk AI can answer common questions from your knowledge base in Slack or Teams and route the rest to the right queue.

Typically saves about 40% of the time4 h to set up

1Check which AI features your service desk license includes.
2Connect it to your knowledge base and to Slack or Teams so people ask there.
3Turn on automatic categorization and routing for new tickets.
4Start with the 20 most common questions and check its answers weekly.
5Fix or write knowledge articles where it answers badly.

Tools: ServiceNow Now Assist · Jira Service Management with Atlassian Rovo · Freshservice Freddy AI · Zendesk AI agents · Moveworks

Fix 2 of 2

Process fix

Publish an ownership map and one intake form so tickets land right first time

Tickets bounce because nobody is sure who owns what. A clear ownership map and a required-fields intake form stop most reassignments.

Typically saves about 35% of the time2 h to set up

1List the systems and services and name an owning team for each.
2Publish it where people file tickets, and mirror it in CODEOWNERS and your ticket tool's components.
3Use one intake form with required fields (system, impact, steps to reproduce).
4Set a rule: the receiving team reassigns once at most, with a comment, or keeps it.
5Review the most-bounced tickets each month and fix the map.

Tools: Jira, Linear or ServiceNow · Backstage or a service catalog · Confluence or Notion

Quick wins

Have you tried…

Have you turned on the AI agent in your service desk (ServiceNow, Jira Service Management, Freshservice) to answer common questions?: These agents answer questions from your knowledge base in Slack or Teams and route the rest to the right queue, so simple requests never become tickets.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

IT support / Helpdesk IT / Systems administrator

HourLeak · the 8-minute work audit

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