Risotto Helps Automate 64% of Zipline's IT Tickets

Challenge

Massive Ticket Queues Bottlenecked a Nimble IT Team

After a decade climbing the IT ranks at category leaders like Scale AI and Crunchyroll, Kyle Currie knows that never-ending ticket queues are a reality of the job. His time at Zipline has been no exception.

As the company's U.S.- and Africa-based workforce grew, Kyle's lean team found themselves fielding approximately 100 requests a day. During high-volume onboarding periods, like the arrival of a new intern class, that number often surged to 200.

The team already had an intuitive, Slack-native system to centralize ticket intake and get employees reliable support. The hard part was keeping up.

Even Tier-1 requests tested their bandwidth. To answer straightforward onboarding questions, Kyle's team often had to dig through piles of past tickets to see how similar issues had previously been closed. Granting access requests also required manually provisioning permissions across a sprawling app stack.

This busywork consumed hours that the team needed for more involved issues such as hardware setups. Employees felt the impact too, experiencing longer wait times for support.

Kyle suspected many simple tickets could be automated with AI. However, as a self-proclaimed "AI skeptic," he wanted to take a strategic approach.

Early on, he evaluated several solutions that promised unrealistic levels of automation. "Some of these tools were claiming their AI agents could handle nearly 100% of tickets." Kyle explains. "But we didn't want a black-box system making all the decisions for us."

To multiply his teams capacity without compromising support quality, he needed a compliant, auditable solution that could be configured to Zipline's exact specifications. For minimal disruption to the employee experience, Kyle's ideal solution also needed to be Slack-native and compatible with his team's broader IT stack.

Risotto, an AI help desk built by IT veterans, ticked every box. When Kyle met the team and heard about their ambitious product roadmap, he had to get in early.

"Like most IT teams, we're always trying to do more with less. We had to see if AI could help with our crushing ticket volume."

Solution

A Slack-Native AI Agent That Autosolves a High Volume of Tier-1 Requests

During a smooth, high-touch onboarding process, Risotto integrated with Slack, Okta, Jira, and Confluence, plus 30 apps for automated access provisioning. With those integrations in place, Risotto's team worked closely with Kyle to tailor the AI agent to Zipline's knowledge documentation and Okta-based workflows.

Together, they created runbooks for the team's most common support scenarios and conducted careful stress testing, with Risotto quickly implementing feedback. Even with Zipline's competing IT priorities and limited bandwidth, Kyle's team went live with a bespoke AI help desk in 6 short weeks.

Risotto exceeded Kyle's long-term autosolve targets in the very first month. "At the time, we were short-staffed, and Risotto really saved us from drowning," he shares.

Today, Risotto's AI agent handles all kinds of Tier-1 requests on the team's behalf, from basic onboarding and offboarding questions to password resets and access provisioning. Because Risotto draws from Zipline's existing documentation and grants access based on pre-approved rules, Kyle knows autosolved tickets still meet Ziplines security and compliance standards.

When the Al agent encounters a request it can't resolve, it simply loops in a member of Kyle's team. Armed with Risotto's clear audit trails of prior interactions, they can jump right in and finish the request without starting from scratch.

As for Zipline's employees? The Risotto-powered support experience feels like a faster, more efficient version of the one they already know. They still submit requests through Slack and receive natural responses and follow-ups that perfectly understand their intent. But they're no longer dependent on the IT team's capacity. Now, employees can instantly help themselves at any hour of the day.

According to Kyle, Risotto is a win-win for all involved. While the Al agent automates routine Tier-1 requests, Kyle's team buys breathing room to turn around complex tickets quickly. The result is a less frustrating work environment across the organization and more time to focus on the tasks that matter most.

In fact, the workflow runs so smoothly that Kyle says he rarely has to think about Risotto. But when he does want to check in, he consults the dashboard for real-time records of ticket volume, escalation patterns, and resolution times.

From there, Kyle drills down on where Risotto is autosolving most successfully and where there's room for improvement. That way, he can optimize his team's resources and expand the Al agent's capabilities over time.

Best of all, the benefits don't end with the IT team. After learning what Kyle's team achieved with Risotto, other Zipline departments have decided to get in on the action. One engineering group has already started using the solution to triage a wide range of requests. For an Al skeptic like Kyle, seeing Al successfully implemented at this scale is nothing short of remarkable.

"Risotto exceeded all my expectations. The platform reduces our ticket backlog and saves valuable time without requiring much intervention or upkeep."

Results

Zipline Saves [X] Hours in Support Wait Time

With Risotto, Zipline multiplied their IT team's support capacity, improving response times for employees and giving the team time back for higher-value work.

The results:

• 64% of IT tickets advanced or autosolved by Risotto
• 100% access grant automation rate
• 30 apps with fully automated access grants
• Thousands of hours saved in employees waiting for issue resolution

Kyle is bullish on Zipline's future with Risotto. Beyond expanding the rollout across departments, he's excited to deepen his own team's use with Risotto's upcoming ChatGPT and API connectors.

These tools will unlock more automation capabilities, expand the Al agent's knowledge sources, and eventually enable it to act directly in external systems like AWS.

"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."