How Hazel Health Resolves IT and HR Tickets 79x Faster with Risotto

Challenge

Managing Rapid Expansion Required a Scalable, Unified Support System

In 2025, Hazel Health entereda period of rapid growth,acquiring two mental health companies and scaling toover 800 employees. This expansion outpaced their ticketing function, pushing IT Operations Manager Victoria DiRugeris to look for strategic support.

Victoriaʼs lean IT team was fielding over 250requests a month, including routine employee questions and external tickets from schools, students, and clinical providers. These requests came through multiple systems, fragmenting the team's visibility into ticket status and overall workloads.

“Our IT team prefers JIRA for its reporting capabilities, but most employees ask routine questions in Slack,ˮ explains Victoria. “ And because clinicians don't have the time to learn a new ticketing portal, they submit requests through Zendesk.ˮ

With this setup, teams often had to chase context across threads, tickets, and channels, which complicated resolution and triage. Because the bigger picture was lost, teams also couldn't spot recurring themes across tickets to optimize support workflows.

To gain workload insights, Victoria attempted to pipe Jira data into Sigma, the team's business intelligence tool. But this workaround captured only a fraction of her team's workload, leaving out the Slack messages that made up most of the volume.

As Hazel Health onboarded newly acquired companies to their internal tools, the number of Slack-based requests only multiplied. This complexity increased the risk of routing sensitive requests to the wrong teams and breaching privacy.

While common troubleshooting solutions were documented across Slack, Confluence, and Notion, employees had no efficient way to find them. "Some answers might be available in recent Slack threads, but you need to know the exact phrases to search for," highlights Victoria Instead, most teams preferred to submit a ticket and wait for personalized support.

Because Victoria's team provided support during East Coast and Pacific business hours, team members outside these time zones had to wait until the next day. As a result, simple how-to questions delayed everyday operations and patient services.

To provide timely resolutions without stretching her team, Victoria began exploring solutions that could unify Hazel Health's support workflows. She evaluated multiple options, including popular workflow automation tools and a healthcare integration platform. Yet, none of these offered the HIPAA-compliant, intelligent support experience that Hazel Health required.

That's when Hazel Health's new IT director recommended Risotto. When Victoria learned that Risotto delivers secure, AI-powered support right where employees work, she knew they'd found the right solution.

“Our support function was limited to East Coast and Pacificbusiness hours. Questions were coming in early in the morning orovernight, and we had no one available to assist."

Solution

A Secure AI Help Desk That Fields Fragmented Tier-1 Requests 24/7

To help Victoria explore Risotto's capabilities, their team set up a sandbox environment within a test Slack workspace and indexed some of Hazel Health's knowledge bases. Risotto's Al agent resolved every test request based on the company's playbooks, building the confidence Hazel Health needed to integrate it with their existing infrastructure.

Right away, the partnership itself proved just as valuable as the platform.

When Victoria shared a Google Doc of platform questions, Risotto's team was quick to propose configuration ideas to fine-tune the agent's behavior and routing. And within days, they built custom connectors to Zendesk so Risotto could query support documentation more easily.

Today, Hazel Health has comprehensive support where teams already work. When an employee needs an account verification key or a clinician has a question about a software update, Risotto responds immediately, unifying scattered ticketing processes into a single support function.

For employees, the experience feels no different than asking a colleague for help. Risotto understands natural language questions and provides conversational responses, parsing odd phrasing, adapting mid-conversation, and delivering helpful answers.

Every interaction feeds into the agent's knowledge, enabling continuous learning. As a result, its responses become increasingly accurate and context-aware, capturing edge cases with human-level precision.

With Risotto handling requests day and night, no question goes unanswered while Victoria's team is offline. "I'll see that six requests came in overnight and Risotto has resolved every general Tier-1 issue that popped up," shares Victoria.

If a request needs human attention, Risotto routes it to the right department, keeping sensitive HR matters and patient information visible only to authorized teams. And because Risotto keeps a real-time log of ticket volume, resolution times, and escalation patterns, Victoria spots recurring issues and adjusts workflows accordingly.

To turn those insights into action, she leans on Risotto's Runbooks feature.

Using the platform's Al, her team generates clear instructions for specific scenarios, such as District Health Protocol (DHP) questions outside IT's scope. In these cases, the agent collects necessary information upfront and immediately routes it to the right team. That way, employees get faster resolution, and support teams don't spend time gathering context.

With Hazel Health’s documentation connected, onboarding new departments is seamless. By configuring agent settings in plain English, acquired teams and HR build runbooks with minimal IT involvement.

"Risotto began fielding tickets right away, and the setup across teams was incredibly low-lift. I could show colleagues how to configure their own workflows without any technical requirements."

Results

Hazel Health Saves 4,200+ Hours on Support Wait Time Every Month

With Risotto, Hazel Health has a secure, intelligent support system that keep everyday work moving and scales seamlessly as the company grows.

• 28% auto-solve rate for IT
• 35% auto-solve for HR
• 4,269 hours saved monthly on waiting for support
• 79x faster resolution (57-minute Al TTR vs. 75-hour human TTR)
• 12 runbooks with features like Kandji & SimpleMDM integrations

Next, Victoria is excited to surface valuable ticket insights, including which tickets take the longest, using Risotto's upcoming conversational Al Assistant. This knowledge will help her onboard new teams with the right automations from day one.

“I can't say enough good things about Risotto. They instantly understood the nature of our support function, and they're always so responsive and communicative. I never feel like were just another number.ˮ