How ZenBusiness Cut Ticket Resolution Time by 52% With Risotto

Challenge

Repetitive Tier-1 Tickets and Static Documentation Slowed IT Operations

In 2020, a surge of aspiring business owners turned to ZenBusiness to launch their companies. Over a few short years, that demand pushed ZenBusiness to scale from a lean founding team to hundreds of employees across the U.S. As the workforce grew, so did the volume of IT requests.

Bill Pruett, IT systems automation architect at ZenBusiness, led a team of six specialists who fielded hundreds of support requests each month via Jira and Slack. While some tickets required deep technical expertise, many involved repetitive questions, like requests for password resets, basic troubleshooting advice, or information already covered in the company's knowledge base.

Multifactor authentication (MFA) resets were one of the most common and time-consuming issues in that mix. Any time a team member switched to a new phone, IT had to step in to reconnect their Okta account. This manual process turned a routine device change into a multi-step task that could linger in the queue for days while IT and team members coordinated.

On top of that, disconnected tools added complexity to the workload. Because the company's help system wasn't integrated with key services like Google Workspace and 1Password, the IT team regularly bounced between tools to check for service outages and resolve everyday requests.

Together, those repetitive questions and manual steps consumed valuable time that could've been spent improving systems, building automations, and tackling strategic initiatives. "We needed a better way to clear Tier-1 tickets quickly so we could maximize our resources," Bill explains.

Bill and his team had already built a strong internal knowledge base and implemented an Al support solution to help employees resolve common issues. But the platform wasn't very interactive. Instead of providing actionable insights, the tool often quoted articles verbatim, forcing employees to interpret the answers and follow up with IT when they needed clarity.

Looking for a better approach, Bill connected with Risotto and set up a demo. When he saw how the platform could transform his team's knowledge base into a scalable support experience, he knew he'd found the right fit.

"We had a great existing knowledge base and a skilled team. But the number of requests we were receiving every week was overwhelming without additional support."

Solution

Conversational, Automated Al Support That Turns Knowledge Into Action

With Risotto, deployment was fast. After two onboarding sessions and one hour of setup, Bill's team was already using the platform to automate day-to-day IT support.

Because Risotto integrates directly with Slack, Okta, and the team's existing systems, the IT team resolves requests without switching between platforms. Risotto also checks the status of tools like Google Workspace and 1Password, helping team members quickly determine if a request requires troubleshooting or is tied to a broader service outage.

When employees have IT questions, they ask them directly in Slack. Then, Risotto searches internal documentation and responds accurately and conversationally. Instead of pointing team members to a static article, Risotto's Al agent walks them through a step-by-step resolution. Now, employees handle common requests like basic troubleshooting and password resets quickly and independently.

If an issue does need team support, Risotto automatically escalates it with context. The platform converts Slack conversations into structured tickets, surfaces the relevant documentation, and routes requests to the right specialist, so agents can pick up right where the tool left off.

And self-service improvements are only part of the impact. The team also uses Risotto to turn noisy access issues like MFA resets into simplified workflows. Instead of relying on manual steps and time-consuming back-and-forths, IT team members approve MFA resets in seconds with a single click from their desks or phones.

Even as support demands have continued to grow, Bill's team has been able to handle more work without adding headcount. By automating routine requests and streamlining workflows, Risotto has freed the team to focus on higher-value projects that move the business forward. I

"Before Risotto, our most common issue was MFA resets. With the platform, we went from several clicks and back-and-forth conversations to a one-click approval from our phones."

Results

ZenBusiness Streamlines 40% of IT Support Tickets

After only six months with Risotto, Bill's team fundamentally changed how routine IT support is delivered.

The results:

• 40% of support requests automatically resolved or triaged (up from 9%)
• 52% faster average Tier-1 ticket resolution time (from 73 hours to 35)

Next, Bill plans to expand Risotto's role by tying the platform into more Okta workflows and HTTP-based integrations. The goal is to let Risotto handle more of the team's identity-related tasks automatically, while keeping IT in the loop when actions need lightweight reviews.

"I love Risotto already, but my favorite thing is that the platform is still being built. The team moves so quickly and takes feedback so seriously that the possibilities feel endless."