u/EmbarrassedMouse8708

Hey everyone
We’re an IT team supporting around 100+ employees and we’re trying to figure out if there are any good ai tools for it helpdesk because our team is full of tickets lately, it feels like half of our day goes into answering the same stuff again and again
stuff like people asking how to reset passwords or vpn not working or cant access certain apps so just basic troubleshooting questions
i want smth from ai to help on our helpdesk or something that could help answer simple questions suggest solutions or make it easier for us to manage tickets would be really helpful
i’ve seen a lot of ai helpdesk tools popping up but i hesitate, not sure which ones are actually worth looking into and which ones are just marketing
has anyone here tried using ai for their IT support team
would love to hear what tools you’re using and if they actually saved you time or no.

I’m in enterprise IT for a while now and im starting to feel like our stack full of half used tools.

Weve got stuff like one thing for tickets, one for monitoring, two different ai chatbots that only answer the easy stuff, three remote access tools, some old agent that still runs on half the endpoints... and time by time another platform that is supposed to fix the mess is added. Tool fragmentation is insane and integrations look great on slides then fall over in prod.

Meanwhile, our ticket volume just keeps growing. Every day it's the same password resets, vpn issues, printers refusing to work, random wifi problems and it feels like we're constantly putting out fires. We tried adding some ai into the mix, but most of the time it either gives the wrong answer or ends up handing the ticket right back to us. It's expensive, the roi hasn't been anything special, and our team is still stuck dealing with the repetitive work.

Lately I've been hearing more about formerly IT autopilot robin and how it's positioned around ai Ops rather than just another IT tool. The idea of reducing tool sprawl while automating routine work sounds good, but I'm more interested in real results than marketing.
whenever something breaks across multiple devices, monitoring only tells us after the damage is done, it is too late then
has anything actually reduced noise and simplified day to day work? As in fewer tools to stare at, more problems handled end to end.