1. Project Overview
An established IT services company was overwhelmed with internal support requests across email, chat, and forms. Their helpdesk team was buried under repetitive tickets, delays in prioritisation, and misrouted issues.
Merto stepped in to design and implement an AI-powered internal ticketing bot that could triage, categorise, and even resolve common issues — saving time, reducing human error, and boosting response speed.
2. The Challenge
Pain points included:
- Repetitive, low-level tickets flooding support inboxes
- No standard workflow to categorise or route requests
- High internal wait times for common fixes
- Manual assignment causing priority mismatches
- Lack of visibility into support performance metrics
3. Our Approach
We started with a deep dive into historical support data to train the AI model on recurring request types and departmental routing patterns.
Key steps in our approach:
- Mapped the full lifecycle of internal ticket resolution
- Identified automation opportunities in triage, categorisation, and response
- Designed an AI chatbot for Slack and Microsoft Teams
- Integrated it with the client’s existing ticketing system (Jira Service Management)
- Developed feedback loops to continuously improve bot accuracy
4. The Solution
- AI chatbot trained on 10,000+ historical tickets
- Instant classification of requests by category, urgency, and department
- Pre-filled ticket forms for approval and escalation
- Automatic resolution of FAQs and common IT issues
- Slack + Jira integration with fallback to human agents
- Admin dashboard to monitor ticket flow and bot performance
5. Results & Impact
- 70% of tickets triaged automatically
- 40% of tickets resolved without human intervention
- Support response times reduced by 65%
- Fewer escalations and smoother prioritisation
- Enhanced productivity and happier employees
6. Client Feedback
“The AI bot feels like an extra team member. It handles the noise so we can focus on the complex issues.”
– Head of IT Operations, UK-based IT Services Firm
7. Tech Stack / Tools Used
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OpenAI GPT-powered NLP engine
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Slack + Microsoft Teams integration
Jira Service Management
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Node.js backend
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Firebase for secure data handling
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Custom admin dashboard with analytics
8. Ongoing Engagement
We're currently expanding the bot’s capabilities to cover HR and finance queries, with continuous AI model training based on real user feedback.