The end of support tickets

If you believe the hype, autonomous systems like agentic AI will handle over 50% of IT operations tasks by 2027, replacing traditional, reactive workflows with agent-led resolution loops. With such statements from market researchers and marketing departments, no wonder customers are “going mad for AI.” 

Don’t get me wrong, I am very much an AI optimist and see the amazing benefits it brings daily.

But let’s not “do AI” just for the sake of doing AI without any concrete business value attached to it. We all know that before any major AI projects, like all IT projects, it’s vital to clarify the purpose in the context of the organization. And to do so means bringing a positive (growth) mindset together with a combination of best practices such as ITIL, DevOps, agile, human-centered design, and hyperautomation. Apply this combination to strategy, roadmap, job descriptions, KPIs, and a communications plan for IT, and then look at it from the point of view of the organization. And always make sure it’s people-focused. 

The shift from viewing IT as a cost center to a strategic driver of transformation is gaining momentum. This shift is characterized by recognizing IT’s potential to enable innovation, improve customer experience, and enhance overall business performance. However, that will not happen until the business stakeholders start experiencing the business value outcomes first-hand.

It’s time to prove to the C-level executives and the HR, legal, facilities, sales, and finance departments that the technology department is not just where all the geeks and nerds end up because they enjoy tinkering with computers. We turn up to work every day to work on exciting projects that make people’s lives better!

And what do the end users really want? NO TICKETS!

Webinar: Zero tickets isn’t a dream. It’s AIOps in action. Register today. 

The secret ingredient for better employee experience

Zero ticket is an emerging IT service management paradigm focused on preventing issues before they become support tickets. Traditional ticket-based support is reactive and can be costly in terms of downtime and lost productivity, largely due to waiting on ticket resolutions. 

By contrast, a zero-ticket approach aims to eliminate this “innovation tax” of legacy ticketing by fixing issues at the source and in real-time, freeing up IT staff to focus on innovation rather than firefighting, and end users to focus on the job they are there to deliver. Instead of waiting for users to report problems, IT teams leverage their data, automation, AI, and proactive design to resolve incidents before users even notice them.

In non-technical jargon: By the time your end user has to raise a ticket, you have failed them already.

It’s much less about “AI” (just another tool!) and more about understanding the bigger picture, being able to clearly articulate its value to the business, and having a clear goal to follow for years to come.

How does the zero ticket attitude help IT teams?

A zero ticket mindset is not a distant dream—it’s already reshaping how IT supports the business across multiple dimensions. Here’s how it’s driving meaningful change today:

Accelerating business outcomes through technology: Zero ticket starts with understanding the business IT supports. It’s not about ticking boxes—it’s about enabling business value. IT teams using this approach define success not by number of tickets closed, but by how well they can help the business move faster and smarter. That means tying IT metrics to business outcomes, optimizing costs, and cutting the clutter of redundant tools and processes that bog everything down.

Eliminating toil through automation: Manual, repetitive, error-prone tasks? Gone. With zero ticket, automation becomes a force multiplier. Common issues are resolved before they escalate. Resolution times shrink from days to seconds. IT agents reclaim up to 80% of their time to focus on high-value, proactive work—like improving service design, learning prompt engineering, or contributing to innovation efforts.

End users no longer waste time searching portals or writing tickets. They just work—while IT quietly clears the path.

Making IT a talent magnet: Employees—on both sides of the IT equation—expect better. Zero ticket means smoother tech experiences, fewer frustrations, and less time lost to preventable issues. That’s good for retention, but it’s also attractive to new hires. IT professionals want to work with cutting-edge tools, not babysit broken systems. With less grunt work, teams get to stretch their skills and engage in more strategic tasks.

Reducing risk, increasing resilience: A proactive, data-led approach doesn’t just reduce inconvenience—it reduces risk. Zero ticket teams are constantly analyzing data, correlating signals, and spotting anomalies before they become incidents. That means patching vulnerabilities before they’re exploited, and addressing problems before they make headlines.

And when things do go wrong? The systems in place are designed for resilience, with predictive capacity planning, self-healing automation, and issue resolution that happens before most employees even notice there was an issue.

What’s not to like?

Join our webinar on September 25, 2025, to hear more about Zero Ticket's future and how to get started. Register here.