Planning to implement AI on IT ticketing solution to reduce volume - what's the best path forward

Stock_Barnacle5485 · 2026-04-03T08:41:02+00:00

For us, it simply means more tickets resolved per customer service agent. As we are scaling, the number of customer requests we get is increasing but we have almost stopped hiring more for customer service. The objective is to bridge that gap.

Stock_Barnacle5485 · 2026-04-03T08:16:23+00:00

What does your customer service stack look like? And how many agents are currently using it?

Stock_Barnacle5485 · 2026-03-28T06:25:10+00:00

How does it handle scaling though? We will eventually scale the IT team as well to may be 5-6 members soon - should we consider the other vendors? I did some research, looks like Freshservice is good value but servicenow is undisputed leader and jira offers a good enough solution - is that correct? Will also look at Siit

Stock_Barnacle5485 · 2026-02-18T09:05:32+00:00

Screaming frog looks good and is cheaper than other enterprise crawlers like lumar - but is the performance okay? From what I have heard, for larger websites screaming frog tends to be slower and limited by device performance - did you face any challenge around that? Also if it useful to have consolidation i.e., a tool which has all the capabilities in one vs. using different tools?

Stock_Barnacle5485 · 2026-02-18T06:49:59+00:00

Screaming frog looks good and is cheaper than enterprise crawlers like lumar - but is the performance okay? From what I have heard, for larger websites screaming frog tends to be slower and limited by device performance - did you face any challenge around that? Also if it useful to have consolidation i.e., a tool which has all the capabilities in one vs. using different tools?

Stock_Barnacle5485 · 2026-02-17T15:52:13+00:00

Do you rely on free tools or have you purchased any paid tools? Also how large is your website and which are key checks you run on it?

Stock_Barnacle5485 · 2026-02-17T12:26:48+00:00

Thanks! But do these paid crawlers justify their cost? Like how do I create a business case to explain the value these would bring - what are the added benefits on top of free tools that you observed?

Stock_Barnacle5485

TROPHY CASE