Challenge

Fragmented support workflows limited 
company-wide efficiency

For Kevin Vye, Senior Director of Information Security and Technology at Thinkific, scaling efficiently goes hand in hand with innovative technology. When leadership began exploring AI automation as a way to extend team capacity, he knew exactly where to deploy it: the company’s support function.

Kevin’s lean IT team was spending hours answering repetitive questions about access management, password resets, and internal policies. These Tier-1 requests totaled nearly 300 per month, causing constant interruptions as the team also tried to advance internal security and compliance initiatives.

“We need to make sure our team members have access to the information they need to do their jobs. Whenever a ticket comes in, we pivot to resolve it,” shares Kevin. In rare cases when IT delayed resolution to focus on strategic work, or when a ticket arrived after business hours, employees escalated issues, creating additional pressure.

The same dynamic played out across teams in finance, sales, and engineering. To manage support requests, each department built its own workflow across tools like Asana, Atlassian, and Slack. While this decentralized approach gave teams the flexibility to work with their preferred tools, it also introduced fragmentation across the company.

Because requests came in through multiple platforms, no one had complete visibility into which tickets were being resolved and by whom. Access requests often came through Slack but needed to be processed in Lumos or Atlassian. A policy question could arrive via Atlassian but required pulling documentation from Confluence. This limited coordination increased the risk of duplicate work or requests falling through the cracks.

For employees seeking support, this system created unpredictable delays in day-to-day work. When a team member asked a question, the path to an answer depended on which team they asked and which tool that team preferred.

Kevin knew that streamlining Thinkific’s support workflows was essential to the company's growth. Adding headcount might increase bandwidth, but it wouldn't change how support actually worked. After-hours requests would still wait until the next day. And without a way to capture institutional knowledge,team members would still answer repetitive questions.

The answer was clear: Kevin needed an AI-powered solution that could scale cross-departmental support without the overhead. He briefly evaluated two other solutions, but both relied on canned responses limited to common IT requests.

When he came across Risotto, the conversation shifted. Unlike traditional support tools, the platform offered what Kevin had been looking for: automated, unified support based on internal documentation.

"Our teams are small, so people were constantly juggling project work and answering repetitive questions in the ticket queue."

Solution

An AI agent that automates tier-1 support and reclaims team bandwidth

Risotto integrated with Slack and Atlassian out of the box, enabling Kevin torun a 30-day trial focused on Thinkific's IT function. Risottoʼs agent automatedcommon Tier-1 responses right away, building company-wide confidence in itscapabilities. So, Kevin rolled it out across the rest of Thinkificʼs departments.

Working side-by-side with Thinkificʼs engineers, Risottoʼs team built integrations, fine-tuned the agentʼs understanding of specific team workflows, and collected feedback to deploy daily improvements.

Once fully integrated, Risotto's AI agent became the first point of contact for Thinkific's internal support needs. Requests from Slack, Atlassian, and Asana now funnel into a single system, preventing duplicate responses and missed tickets.

Drawing on internal documentation and past support conversations, the agent fields all types of requests, from routine PTO questions to requests for 1Password recovery keys. As a result, Thinkificʼs teams no longer spend hours handling hundreds of repetitive tickets every month.

“Since onboarding Risotto, we stay focused on our internal projectsˮ Kevin highlights. 
With more time for strategic work, teams across sales, finance, and engineering drive tangible contributions to Thinkificʼs growth and hone new skills that make daily projects more fulfilling.

For those seeking support, the impact of this streamlined support is just as substantial. Risotto is built for natural conversation, so employees easily clarify details or troubleshoot further, just like they would with an IT specialist. If a question still requires human attention, the agent automatically escalates it to the right team member with complete context.

This assistance is available around the clock, so work doesnʼt stall when requests arrive outside of business hours. Because the agent learns continuously from each interaction, support also becomes faster and more precise with each resolved ticket.

Beyond Tier-1 automation, Kevin was especially impressed by the teamʼs tailored, hands-on support. During the companyʼs transition between Lumos and Atlassian, Risotto configured the agent to seamlessly distinguish between the two systems. This level of configuration ensured employees received consistent support without disruption.

“Risotto consolidated support from multiple channels into one unified, automated funnel, giving us the freedom to focus on high- value tasks.ˮ

Results

Thinkific auto-resolves 86% of 
engineering tickets

With Risotto, Thinkific transformed fragmented ticket management into a unified, scalable support system that operates autonomously 24/7.

• 46% resolution rate across departments (exceeding 30% target)
• 86% auto-solve rate in the Engineering department
• 131 tickets auto-resolved in a single month
• 6 departments onboarded in less than two months

Looking ahead, Kevin will continue to expand Risottoʼs automation capabilities across Thinkificʼs departments. He is already exploring new agentic workflows, like automatically processing approved refunds in Stripe. With these capabilities, Thinkific's support function will ensure that employees are always supported as the company grows.

"Risotto allows us to move faster, get further along in our objectives and goals, and let technology solve repeatable work for us."