IT Support Automation with AI Classification and Jira Integration
We implemented an AI system that automatically classifies, prioritises and routes over 800 support requests per month cutting processing time by 70% and freeing the team to focus on complex work.
70%
Reduction in processing time
85%
Accuracy of automatic categorisation
45%
Faster issue resolution
24/7
System availability
The Challenge
The IT team was handling over 800 support requests per month, with 60% requiring only routine actions. Manually sorting, prioritising and assigning requests consumed hours every day. Frequent miscategorisation led to delays, frustrated users and overloaded specialists spending their time on work that didn't require their expertise.
Our Solution
We designed and deployed an AI-powered request management system integrated directly with Jira and Zendesk. The system analyses each incoming request in real time, extracts key parameters and automatically classifies, prioritises and routes it to the right team. For recurring issues, it suggests ready-made resolutions drawn from a historical knowledge base — with no specialist intervention required.
Technologies Used
“Automation fundamentally changed the way we manage support. Our team now focuses on complex challenges while the system handles the routine. The result - faster responses and happier clients.”
Dimitar StoyanovHead of IT Operations
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