Ask any employee how they feel about IT ticketing systems, and you’ll likely get a groan, an eye roll, or a sarcastic “love it.” Traditional IT ticketing systems are meant to keep things organized and efficient, but in reality, they often slow down response times, frustrate employees, and create unnecessary barriers to getting help.
Instead of making internal support seamless, ticketing systems often turn simple service requests from employees into long, drawn-out processes. Employees just want quick answers, not to submit a request and wonder if they’ll ever hear back.
That’s why AI-powered ITSM solutions are gaining traction—by eliminating ticketing frustrations and bringing IT support directly into the tools employees already use, like Slack and Microsoft Teams.
Let’s break down why employees hate ticketing systems and how modern ITSM solutions can fix them.
Submitting a Ticket Feels Like a Black Hole
Employees submit a request, hit “send,” and then... crickets. Traditional ticketing systems lack real-time visibility, leaving employees wondering if their request was even received, let alone being worked on. Without clear status updates or communication, employees feel ignored, leading to frustration and repeated follow-ups.
How AI Fixes This
AI-powered ITSM provides real-time updates and transparency. Instead of sending requests into a void, employees can see progress, receive notifications, and interact with IT teams directly within Slack or Microsoft Teams—no ticket portal required.
Long Response & Resolution Times
Nothing is more frustrating than waiting days for IT to respond to what should be a simple request. Traditional ticketing systems create unnecessary delays because they rely on manual triaging, slow workflows, and overloaded IT teams.
How AI Fixes This
AI automatically categorizes and routes service requests from employees to the correct team instantly, ensuring critical issues get escalated immediately while routine tasks are handled efficiently. No more waiting in line behind low-priority tickets.
Impersonal & Inefficient Support
Traditional ticketing systems strip away human interaction and replace it with generic, robotic responses. Employees feel like they’re talking to a machine—because they often are.
How AI Fixes This
AI-driven ITSM solutions integrate directly with collaboration tools like Slack and Microsoft Teams, keeping conversations fluid and human. Employees can chat with AI-powered virtual agents that actually provide useful answers, escalate complex issues when needed, and get responses in a natural, conversational way.
Too Many Steps to Get Basic Help
To submit a simple request, employees often have to log into a portal, fill out long forms, and answer questions that may not even be relevant. For minor issues, this wastes time and discourages employees from seeking support.
How AI Fixes This
AI removes unnecessary steps by allowing employees to request IT help directly from email, Slack, or Microsoft Teams—the same way they message colleagues. No logins, no forms, just quick and easy support.
No Seamless Integration with Employee Workflows
Most ticketing systems exist outside of the tools employees actually use. Instead of seamlessly integrating into workflows, they require employees to stop what they’re doing, navigate to a separate platform, and manually enter requests.
How AI Fixes This
AI-powered ITSM solutions meet employees where they already work—inside their favorite collaboration tools. No more switching between platforms or wasting time on unnecessary steps.
Lack of Self-Service Options
Employees often need quick fixes for common issues like password resets, VPN troubleshooting, or software access. Yet, most ticketing systems force them to wait for IT to respond, even when a simple self-service option could have solved the problem instantly.
How AI Fixes This
AI-powered self-service portals allow employees to resolve issues on their own by suggesting relevant solutions from internal knowledge bases like Confluence, Notion, and Google Workspace. If further help is needed, AI seamlessly escalates the request to an IT admin.
Poor Tracking & Visibility
Once a request is submitted, employees have no way to check its status or get updates without repeatedly following up. This leads to frustration and wasted time.
How AI Fixes This
AI-powered automation keeps employees informed with real-time status updates. Whether it’s a Slack notification or a Microsoft Teams update, employees can track progress without having to chase IT teams for answers.
Too Many Emails & Notifications
Most ticketing systems over-communicate in all the wrong ways. Employees get flooded with ticket confirmations, updates, and resolution emails, making it hard to track what actually matters.
How AI Fixes This
AI consolidates and simplifies IT communication, ensuring employees only receive important updates in the platforms they already use—no spam, no clutter, just clear and relevant updates.
IT Teams Are Stuck Managing Tickets Instead of Solving Problems
Ticketing systems don’t just frustrate employees—they bog down IT teams with administrative work. Instead of focusing on solving complex issues or improving systems, IT admins spend time categorizing, assigning, and responding to an endless queue of tickets.
How AI Fixes This
AI-powered ITSM solutions automate ticket triaging, prioritize high-impact requests, and handle routine tasks, allowing IT teams to focus on more strategic projects instead of getting buried in tickets.
How AI-Powered ITSM Eliminates the Ticketing Nightmare
Traditional ticketing systems were built for an era when IT teams needed a structured way to track issues, but today’s fast-paced work environment demands something better. AI-powered ITSM replaces slow, outdated ticketing models with fast, automated, and intelligent request handling.
With AI-driven automation:
- Employees get real-time IT support directly in Slack and Microsoft Teams—no more logging into outdated portals.
- AI chatbots resolve common issues instantly, reducing IT workload.
- Requests are triaged to the correct team instantly, eliminating manual sorting and long resolution times.
- AI continuously improves workflows, ensuring IT support becomes more efficient over time.
Siit provides seamless AI-powered ITSM automation, ensuring that service requests from employees are triaged to the correct team instantly, reducing IT admin workload and improving internal support efficiency. If your IT team is ready to move beyond frustrating ticketing systems and embrace AI-driven IT support, try Siit for free with a 14-day trial and experience a smarter way to manage IT requests.
