Have you turned on the AI agent in your service desk (ServiceNow, Jira Service Management, Freshservice) to answer common questions?

How to automate it

How to automate “answer the same how-do-I questions (VPN, printer, Wi-Fi, software)”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

45 min

typically, every day

65%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Turn on the AI agent in your service desk to answer and route tickets

ServiceNow Now Assist, Jira Service Management with Rovo, Freshservice Freddy AI and Zendesk AI can answer common questions from your knowledge base in Slack or Teams and route the rest to the right queue.

Typically saves about 40% of the time4 h to set up

1Check which AI features your service desk license includes.
2Connect it to your knowledge base and to Slack or Teams so people ask there.
3Turn on automatic categorization and routing for new tickets.
4Start with the 20 most common questions and check its answers weekly.
5Fix or write knowledge articles where it answers badly.

Tools: ServiceNow Now Assist · Jira Service Management with Atlassian Rovo · Freshservice Freddy AI · Zendesk AI agents · Moveworks

Fix 2 of 2

Turn resolved tickets into knowledge articles with AI

Your best answers are already in closed tickets. AI can turn the most common ones into clear self-help articles that users and AI agents can use.

Typically saves about 35% of the time1 h to set up

1Export the last three months of tickets for one category, with resolutions.
2Run the prompt below to group them and draft articles.
3Check every step and add screenshots.
4Publish to your knowledge base and link it from the ticket form.

Prompt to copy

Below are resolved IT tickets about [TOPIC]. Group them by underlying problem. For the five most common, write a self-help article for non-technical staff: title phrased as the user would ask it, a one-line answer, numbered steps, and when to contact IT instead. Use only fixes that appear in the tickets.

[PASTE TICKETS AND RESOLUTIONS]

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · ServiceNow, Jira Service Management or Freshservice knowledge base

Quick wins

Have you tried…

Have you turned on the AI agent in your service desk (ServiceNow, Jira Service Management, Freshservice) to answer common questions?: These agents answer questions from your knowledge base in Slack or Teams and route the rest to the right queue, so simple requests never become tickets.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

IT support / Helpdesk

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

Take the free check Scan my team, $49

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