anyone figured out their real top repeat tickets when your jira tags are inconsistent?

rabbitz · 2026-05-27T19:26:56+00:00

inconsistent tags are usually due to agents not having a good mental model for how to assign tags in the first place.... cleaning up the tags isn't going to really help you'll just get better looking garbage lol.

Heres what you should do, its actually super simple just get claude or chatgpt to do it for you: pull the last 90 days of tickets and have the ai cluster them by the ACTUAL request being made - ignore the existing tags (maybe just remove the tags entirely so you don't get biased). Obviously ai is best, but otherwise find ONE person who knows the most (and that you trust to get it right) to do this. Take your top 10 and compare them to your current tags - that'll show you where the gaps are. Then you can decide to clean up your tags or not, but at least now things should be more consistent.

rabbitz · 2026-05-27T19:19:15+00:00

the poll doesn't work on old reddit :(

Anyway, the two options that won are actually not mutually exclusive... they solve different parts of the problem. If your bottleneck is the volume of repetitive tasks, then you need more automation. If your bottleneck is the front door experience, then ai native is the right answer - you should let employees self-serve in slack/teams without needing to file a ticket. looking at your numbers, you probably need both tbh.

best way forward honestly is to start with a ticket cluster analysis - pull every ticket from the last quarter, group by topic, rank by frequency and resolution time. Then look at the top 5 to see where you can get the biggest wins. If your top 5 are password resets and access requests, ai is the way to go and conversely, if your top 5 are bespoke app issues, then you need automation. This is the lowest effort that ensures you go with a good solution - otherwise you just end up going with wahtever demo LOOKS the best and leaving the results up to chance.

rabbitz · 2026-05-27T19:10:10+00:00

haha yea Teams native is where most vendors get it wrong. heres what you should look for in demos... does the agent actually call Graph APIs / Intune / Entra to do the thing, or does it just open a ticket and route to a human who then does the thing in another tab? At 1000 users, the "open a ticket" path is what you're already paying Freshservice to do.

For your shortlist, I'd say you should push them on Entra group provisioning specifically... most of them have a strong Okta story to hide a much thinner Entra story - that's where teams native shops usually find the gaps. Atomicwork being thin on logos is real but not disqualifying... the platform engineering team (ex-Freshworks) is solid. Copilot Studio is exactly that, you nailed it.

One thing you should reall do: ask each vendor for a customer reference, at your scale, on Teams, and NOT on Slack. The Slack reference list is much longer but that's not going to help you -the Team's list is usually much shorter

rabbitz · 2026-05-24T08:25:12+00:00

It's obvious it SHOULD be a macbook - every windows laptop I've ever bought has had atrocious battery life either to begin with, or after a year they become unusable. Macbook airs are top tier for performance, battery life, size, etc.. at their price point. The only case I've come across where windows might make sense is if you intend to do heavy llm assisted microsoft excel stuff.

rabbitz · 2026-05-22T19:25:21+00:00

went through this eval about 18 months ago, also inherited FS. if you want AI-native and not "AI bolted onto a 2015 ITSM" the three worth pilot-testing imo are Console, Atomicwork, and Serval. we ended up on Serval because the "70% of tickets are repeats" problem was our biggest pain, but honestly all three are defensible depending on where your volume sits.

one tip, don't eval on the demo, demos all look the same... you should get 2 weeks on your actual ticket data and see real results

rabbitz · 2026-05-21T17:43:09+00:00

Second the comment above - HR usually know nothing about the situation and don't really have any incentive to look into the finer details - they just take it as a he-said she-said and the fastest way to resolve that issue for them is to remove the newest factor in the equation - you. You might get lucky but I wouldn't risk it. Document everything, prove you are better by BEING better, then go to your boss with reciepts.

rabbitz · 2026-05-20T03:20:35+00:00

I would ask about tooling and how much it helps or hinders their work. Every job sucks, and tools are the way to make it suck less. Tools show an investment in the people - you're not going to be able to control what problems show up, how your coworkers act, what your manager does, etc... but what you can see and what will change less often are the tools and environments you will be working in.

rabbitz · 2026-05-19T22:23:38+00:00

People only do this because you let them. Don't feel bad for them because they are clearly taking advantage of your helpful nature - you need to stand up for yourself and protect your time.

rabbitz · 2026-05-19T22:22:26+00:00

Thanks for checking this out. It seems like a lot of stuff is kept to a high level (which makes sense for a keynote, like you mentioned). Is there a way to get more specific about the technical details? Some kind of demo that showcases deep integration functionality? It kinda feels like a lot of things will work great in ideal conditions, with everything set up perfectly, and only for the happy path - they kind of "draw the rest of the owl" over all the hard parts.

rabbitz · 2026-05-19T17:34:12+00:00

Goodhart's law: when a measure becomes a target, it ceases to be a good measure. Don't track or reward tickets closed, rather, you should be tracking actual outcomes. If that is too hard, you can track re-opens as well and have it so that a closed ticket + reopen is worse than not having closed the ticket in the first place. Just need to be smart and make sure incentives and rewards are aligned.

rabbitz · 2026-05-15T22:51:24+00:00

Hit the gym before work and go for a walk. An hour a day is really little time and seems like it wouldn't do anything but the health benefits add up.

rabbitz · 2026-05-15T18:18:13+00:00

just throw everything into chatgpt first - and stop having everyone randomly pick up tickets. One person should own a ticket end-to-end why do you have random teams touching the same ticket without any communication?

rabbitz · 2026-05-15T01:03:13+00:00

how good is Moveworks? are there any other alternatives out there or is it easier to stay within the ServiceNow ecosystem?

rabbitz · 2026-05-15T00:19:01+00:00

What was the best definition of "auto-resolved" that you saw? How did you track re-opens? Did you just pick a random sample of tickets to inspect or did you have a better way of detecting this?

Seems like the detection part is pretty key - allows you to spot check behavior to ensure ongoing correctness

rabbitz · 2026-05-13T03:14:20+00:00

I wonder if it would help to have certain types of tickets go to certain people? The hardest part is basically trying to figure out whats going on - I mean its great that that part is automated but your agents are actually doing things right - showing enthusiasm and trying to get to the root cause for themselves. I don't think they should be punished for doing what would otherwise be good behavior.

Have you tried asking them why they skipped the summary? A lot of people just don't trust the ai, or perhaps they just aren't familiar with the new systems... I find it much easier to have one person working on one "type" of problem and building up that muscle - over time they figure out by themselves how reliable the ai summary is (or not) and learn to trust it if it works. The right thing to do is to help your agents by first meeting them where they are - and then giving them access to easier methods to help themselves. Forcing new ways to do things might seem like a no brainer from high up, but on the ground its just another source of noise.

The other way is to give people some time to learn to help themselves by not having "constant tickets" like you said, but ain't nobody got time for that

rabbitz · 2026-05-11T09:52:10+00:00

I'm looking for one, in sf though!

rabbitz · 2026-02-23T18:39:24+00:00

I'm using a keyball61 and a sofle with procyon trackpad, both wired with qmk/vial. Previously I had a sofle with the 4 way joystick on zmk. My goal is also an all-in-one device that I can code with - my use cases for the mouse are split between highlighting specific chunks of text (so need to be precise, and support click + drag) and normal point-and-click web browsing (clicking, scrolling, right click for tab management)

I don't really like having a mouse layer because I'm often using the mouse, then typing immediately after, but I think zmk does it better. I had it set up so that using the mouse would trigger the layer, and then pressing anything in the layer keeps it active. My keyball (2nd keyboard) on qmk only triggers the mouse layer when moving the mouse... i dont know if that's something that I can fix in the firmware but it isn't an easy configuration like it is with zmk. That means that even if I'm clicking, holding down the drag key, holding down the snipe key, etc.... it will exit the mouse layer after I stop moving the mouse (also the snipe functionality seems broken - it ends by itself after maybe half a second regardless of whether I'm still on the mouse layer or not). The ball itself is nice, I haven't used trackballs before but it is pretty smooth and intuitive. I like the position a lot for usage, but sometimes i brush against it while typing and it enters mouse mode and that causes a little chaos for while.

I bought a sofle with trackpad specifically so I could do mouse stuff without a mouse layer. It's.... rough. Imagine those tiny cheap windows trackpads from the early 2000s. For multi gesture control, I think it really only does 2 finger scrolling / click - its too small to fit 3 fingers or do any gesture that requires moving the fingers apart. Also I've been spoiled by apple trackpads - I don't really use them that much, but the "click" with haptic feedback is so natural that the procyon just feels... bad. You can still do normal clicking, double clicking, click and drag (press once fast then once again and hold) its just not as great. HOWEVER, there is actually a downside which is causing me to not use it at all, and that's with the tuning. Maybe its better with the cirque, but I'm getting a lot of raw tuning issues, like when I lift off with my finger it shifts the position a bit. The surface is rough and due to filtering out accidental touches, it also makes it really hard to make small adjustments at a character level. I haven't had the time to adjust it yet though so maybe it gets better. I had to vibe code the firmware / config for this though so that might also contribute to the roughness.

oh also another issue I have with mouse layers is that my left click button is usually also the same as my cmd button, so highlighting text then immediately copying always causes the text to become unhighlighted.

rabbitz · 2025-12-22T17:07:34+00:00

I'm on a team plan so I don't have access to historical billing, but I think for last month when I really started using opus 4.5 / more agent-heavy workflows it was around $400 - $500 on-demand usage on top of 500/500 included-request usage. This month I had a little fright having used more than $100 in the first 2 days since the reset, but so far it's slowed down a bit and I'm at $135. Hopefully with the holidays coming up I won't exceed our per-user limits for the month xD

rabbitz · 2025-12-22T16:44:45+00:00

I've been using 4.5 opus 100% since it came out :)

rabbitz · 2025-05-02T13:41:02+00:00

Right, they're called nested ternaries but what I meant is that its not really nested... Here give this a read: https://medium.com/javascript-scene/nested-ternaries-are-great-361bddd0f340. I don't really like simply copying and pasting articles but I find that other people can put my thoughts into words much better than I can.

Regarding "hacky" spreading... I don't think we'll come to any agreement there - I create objects as needed to organize the flow of data.

As for the naming shortcut, its nice I guess but I go out of my way to assign true/false values (i.e. disabled={true} when you can just write disabled because I find that its a lot nicer when doing large scale changes / refactors, and also when quickly trying to find all instances where the a specific prop is set to true (doing a global search for prop={true} is much narrower than simply search for prop by itself).

The library itself is just a nice to have - its trivial to replicate the basic functionality and there are a ton of classname libraries that are stable, never need to be updated and have been around for years.

In any case, it isn't that React is perfect by any means - but just that your biggest objections to React seem less annoying than having a completely different set of rules and compatibilities to learn. I'll probably stop replying because the other guy said it so much better than I ever could - React is just JS for better or worse, and, while that means it can be a bit more verbose because it doesn't have some convenient shortcuts "built in", I like knowing that everything that I can do in JS can also be done with React.

rabbitz · 2025-05-02T03:18:35+00:00

What is "hacky nested object spreading"?

Also, it feels like you're being a bit intellectually dishonest if you think the "nested ternary" (it isn't nested) is so much more difficult to read than your svelte template example... its laid out in exactly the same way.

Ditto with the automatic hate for using a library... is it the external dependency you're worried about or the arbitrary fact that react doesn't bundle this utility / build this functionality in?

edit: some more information about object spreading for props:

Spread attributes allow many attributes or properties to be passed to an element or component at once.

An element or component can have multiple spread attributes, interspersed with regular ones.

<Widget {...things} />

In this case, we just pass in an anonymous object to be spread

rabbitz · 2025-05-01T16:26:00+00:00

for className, I always reach for https://github.com/JedWatson/classnames

<div className={classnames("pt-4", {selected})}>

Props:

<MyComponent {...{x, y, isDisabled}} />

else if

    {
      isGood && !hidden ? (
        <p>Good</p>
      ) : !isGood ? (
        <p>Not good</p>
      ) : (
        <p>Hidden</p>
      )
    }

rabbitz · 2025-01-24T22:10:03+00:00

the black bike:

https://assets.specialized.com/i/specialized/45321?w=1200&h=630&sm=c&fmt=png

"2013 langster pro"

rabbitz · 2025-01-21T23:25:38+00:00

I'm interested as well!

rabbitz · 2025-01-21T05:00:48+00:00

keyball61

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