Remote's AI help desk solves 27.5% of IT tickets on its own
In plain words
Remote's small IT team built an AI help desk on Zapier that takes requests from Slack, email and chat.
What happened: 27.5% of IT tickets closed automatically, saving 616 hours a month and $500K in hiring.
Source: zapier.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Pull the last 200 IT requests from Slack and tag them.
- 2
Map the steps a person does today and where the data lives.
- 3
Build the workflow in Zapier + Slack + AI and use the prompt below for the AI step.
- 4
Run it side by side with the manual process for a week and compare.
- 5
Switch over, keep a human check on edge cases, then automate the next task.
The instructions to give the AI
Paste this into Zapier (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
An employee asked IT: [message]. If it's in our runbook (password, access, software install), reply with the exact steps. Otherwise create a ticket with category, urgency and a one-line summary.
[Highlighted] = replace with your own details before you run it.
What you should get back: "To reset your password: go to id.company.com > Forgot password." or a new ticket with category and urgency.
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Zapier AI help desk
You could use: Zapier + Slack + AI
- Zapier
No-code automation between 9,000+ apps, with AI steps.
Free plan; Professional from $19.99/mo · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐An automation tool (n8n, Make or Zapier)
- ☐Connections to each app involved (email, CRM, sheets, calendar)
- ☐An AI model account/API key
- ☐The agent instructions (prompt)
- ☐Error handling: what happens when a step fails
- ☐Testing with real data for a week
- ☐A human review step before anything goes out to customers
Can I do this myself?
Yes if you have built a Zapier/Make/n8n workflow before. If those words are new, hire a builder.
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