How Jobber Built an Enterprise-Wide AI Support Funnel With Risotto

Learn how this job tracking and customer management platform used Risotto to unify support, enhance the employee experience, and free up team bandwidth.

• 41% Revenue Technology ticket automation rate
• 38% IT ticket automation rate
• 3-hour AI TTR (down from 35-hour human TTR)
• 2,747 hours saved waiting for ticket resolution
• 30 apps and 12 departments integrated with Risotto (and counting)

“Risotto’s AI-powered support system had a massive impact straight out of the box and with very little setup. Employees now get fast, efficient answers with the same precision as one of our professionals.”

– Mike Smith, IT Operations Manager at Jobber

About

Jobber is a field service management software used by over 300,000 home service professionals across more than 50 industries. Users rely on Jobber to run their businesses more efficiently and manage workflows, including quoting, scheduling, invoicing, and payments, all in one place.

Challenge

Fragmented Support Workflows Made Internal Support Hard to Scale 

In 2025, Jobber was scaling fast and adding significant headcount. This growth triggered a surge in IT support requests, leaving a five-person IT team triaging tickets for hours at a time.

“Between managing daily support requests and backlogged tickets, we had little bandwidth for strategic work,” recalls Erik Van Dijk, Senior IT Manager. “We had promising tools with untapped capabilities because we couldn't dedicate enough time to implementation and process refinements.”

But ticket volume was just one piece of the puzzle. Topics ranged from equipment requests and password resets to policy lookups and onboarding support. As Jobber expanded, departments like the People Team navigated an increasing number of these Tier-1 questions.

Because request intake varied by team, employees followed multiple paths to help. The IT department used Jira Service Management to answer tickets and route employees to the right departments, while other teams bounced between Slack channels and DMs — options that didn’t work well outside core hours.

“People want fast, efficient answers,” explains Mike Smith, IT Operations Manager. “And an ideal state is providing help 24/7.” With employees working across time zones, team members looked in different places to get timely support after-hours, so even straightforward questions could turn into back-and-forth.

This fragmentation turned routine tasks like software access provisioning into ad hoc processes, creating frustrating employee experiences. To maintain predictable security practices and manage licenses efficiently, the team had to invest extra time coordinating across departments.

To find a better path forward, Mike and Erik initially piloted a support platform designed to streamline ticketing directly within Jira Service Management. But the tool wasn’t a fit, requiring complicated setup that would outweigh any efficiency gains.

Jobber needed a solution to unify support across departments, automate routine requests without complex configuration, and offer support with the same precision and efficiency as a live IT professional. And when the team discovered Risotto, they found their match.

“Historically, ticket work overshadowed strategic project work. We were spending our days trying to keep the wheels on."

– Mike Smith, IT Operations Manager at Jobber

Solution

A Unified Help Desk That Eliminates Friction and Frees Bandwidth

st three weeks. Alongside Mike and Erik, the team onboarded multiple departments, tailoring the platform to each group’s specific support documentation and workflows. Risotto also prioritized team buy-in early on. By having Jobber’s stakeholders test the platform themselves, Risotto earned broad support from senior leadership and cross-functional teams.

With everyone on board, the platform integrated with Slack, Jira Service Management, and core apps like AWS, Jamf, and Confluence within two days. From there, Risotto replaced Jobber’s fragmented help desk with a single, centralized support funnel.

The value was instant. Instead of navigating multiple channels and waiting for handoffs, employees now submit all help requests through Risotto’s AI agent in Slack. This assistant adapts to Jobber's internal documentation and how-to guides as they evolve, ensuring accurate resolution for both routine requests and nuanced questions.

For example, when employees request software access, Risotto grants it automatically based on pre-approved rules. This workflow ensures consistent security practices and minimizes licensing inefficiencies with minimal internal lift. Plus, the platform logs every conversation and action, creating a complete audit trail for compliance checks.

“Risotto keeps a historical record of all the information an employee has provided, even links and screenshots,” Mike highlights. “If someone on our team wants to take a look, they can reference Risotto and continue the conversation without asking for context all over again.”

Because the agent is conversational, they also ask tailored follow-up questions and provide step-by-step guidance when employees need troubleshooting or extra help. And with continuous availability, employees get unblocked instantly without unnecessary back-and-forth. The benefit is twofold: employees get personalized support and improved experiences, while Mike and Erik regain bandwidth for strategic tech projects and tool implementation.

As more teams experienced this lift, demand spread across the organization. Even non-technical teams without ticketing systems requested to onboard, eager to implement their own runbooks. Sales teams, for instance, can now query Jobber’s product documentation to answer customer questions directly in Slack.

And as more departments, runbooks, and applications are added, Risotto becomes even more comprehensive without the need for extensive project work.

"Risotto started autosolving tickets immediately. Within the first few weeks, we saw departments that had never tracked ticket requests before, like our Cloud team, asking to get on the platform and streamline their support function."

– Erik Van Dijk, Senior IT Manager at Jobber

Results

Jobber Automates 41% of Revenue Technology Tickets

With Risotto, Jobber transformed fragmented support workflows into a unified system that scales predictably as the company grows.

• 41% Revenue Technology ticket automation rate
• 38% IT ticket automation rate
• 3-hour AI TTR (down from 35-hour human TTR)
• 2,747 hours saved waiting for ticket resolution
• 30 apps and 12 departments integrated with Risotto (and counting)

This shift doesn’t just streamline work. It also gives teams clearer visibility into where time is spent, which automations deliver the most value, and what initiatives to prioritize next.

With this foundation in place, Mike and Erik expanded Risotto to a total of 12 departments, including six People teams. They’re excited to extend automation even further in 2026, enabling instant internal support at scale and shifting more capacity toward strategic initiatives.

“Risotto’s AI-powered support is fully embedded in the way we operate, from day-one employee onboarding to providing technical support for seasoned team members.”

– Erik Van Dijk, Senior IT Manager at Jobber