Curious if anyone here has deployed AI support directly through Slack or Microsoft Teams. That seems WAY more useful than forcing employees into a separate portal nobody wants to use.
Looking for real world feedback adoption rate, employee satisfaction, resolution quality, escalation handling and security concerns. Did it actually reduce tickets?
Our leadership keeps bringing up AI agents and autonomous support tools in every meeting because apparently every company is trying to reduce ticket volume this year. The problem is most of the tools I have tested either hallucinate answers, cant actually take action, or create more work for the IT team instead of less. I am curious if anyone here is actually using AI successfully for internal IT support and automation or if we are all still in the testing phase.
Company went from 50 devices to over 500 in six months. Everyone started installing their own SaaS crap, shadow IT everywhere, no centralized anything. Support tickets exploding, I am firefighting nonstop, no time to set up proper MDM or RMM. Finally snapped yesterday and wrote a quick PowerShell script to remotely uninstall a bunch of duplicate security tools people installed themselves. Tested it on my machine, worked fine, pushed it via PDQ to what I thought was our test group.
Except I fatfingered the group name. Hit the entire production fleet. Every laptop, every desktop, every server with AV accessible via WMI. 400+ endpoints, all of them. Wiped CrowdStrike, Defender, Malwarebytes, everything. Reboots started cascading because systems detected no protection and freaked out. Phones ringing off the hook, sales team cant access CRM because something broke, finance yelling about payroll server offline.
Spent 12 hours straight manually reimaging priority machines and pushing fresh AV installs via login scripts. We are back up but holy crap the embarrassment. Boss pulled me into a room this morning, face like thunder, but said recoverable if no breach happened overnight. I cannot believe I did this. No sleep, stomach in knots checking threat logs.
How did you claw back control when device count 10x'd and everyone went rogue with tools?
passed SOC 2 Type 2 last year. same controls, same environment, no changes since.
this year we're getting hammered not by our auditor but by enterprise procurement teams doing their own security reviews before signing contracts. they're asking for things our SOC 2 report doesn't cover: full SLSA Level 3 provenance for all container images, cosign signatures on every artifact plus SBOM attestations in a format they can ingest
the SOC 2 trust services criteria don't require any of this, our auditor isn't asking for it. but three separate enterprise deals this year have stalled in security review because we can't produce signed image provenance or a machine-readable SBOM.
we tried adding cosign to our main pipelines but we have 40+ repos and the engineering time to retrofit all of them plus set up a transparency log and key management is significant. security wants it done before Q3.
anyone navigating this gap. SOC 2 passes your auditor but doesn't satisfy enterprise buyer security reviews? how are you prioritizing which images to sign first and what's the minimum viable provenance story that unblocks deals
If you work in IT support long enough, you start seeing the same cycle repeat every week. It does not matter if the company has 50 users or 500, the structure of tickets barely changes. The names and devices are different, but the problems stay strangely consistent.
Monday: password resets, login issues, MFA lockouts after weekends.
Early week: VPN issues and can't access email tickets.
Midweek: performance complaints, slow laptops, app glitches.
Thursday: backlog builds up, more escalations to tier 2.
Friday: update failures, patch issues, last minute urgent tickets.
It feels random day to day, but the pattern is very consistent across most environments. The problem is that without automation or proactive monitoring, teams stay stuck reacting to the same issues every week instead of fixing the root cause. So how many IT teams are dealing with new problems… versus just the same weekly cycle on repeat?
So I started timing this out of pure boredom during my week and I genuinely wish I had not because now I am mad about it.
Every single day I open RMM tool to check device status, then remote into TeamViewer to fix something, jump back out to log the ticket in Jira, submit a patch request in a different system, then pull up three different dashboards to see if anything worked. And that's like the baseline workflow before anything goes wrong.
I did a really dumb thing and calculated the context switching time and it's genuinely somewhere between 20 to 30 percent of my actual working day. Not including email. I'm basically paying my company a 6 hour tax just to move between tabs like I'm playing some sort of frustrating game.
The worst part is none of these tools talk to each other so I'm manually copying ticket numbers between systems and praying I don't miss something. Last week I closed a ticket in Jira but forgot to mark it complete in the RMM and spent an hour wondering why I still had alerts.
Do you guys just accept this as the cost of doing IT or have you managed to consolidate anything that didn't make you want to throw your computer out the window?