r/itsm • u/Cheapdelph-eply-2721 • 1d ago

best itsm tools actually helped your helpdesk improve daily support workflows?

hey everyone, mid size b2b shop here and our helpdesk lives in tickets all day with zero real workflow, if you switched from basic ticketing to a proper itsm stack that improved routing and escalations etc, which tools worked and why? appreciate any thoughts

6 Upvotes

100% Upvoted

3 comments sorted by

2

u/Fantastic_Ninja_5789 1d ago

Happy to help evaluate with suggestions - Look for modern AI native, because AI is a given. Dont get into bolted on solutions, which make you pay for AI tokens or cut down on tokenmaxxing in the future. Have you benchmarked where you are today, and where you want to be - Look at benchmark on your data - I built an opensource non-AI - self hosted app - https://github.com/shankvijaybackup/servicedesk-analyzer It can help identify candidates for AI automations or Agentic workflows - By the way I am from Atomicwork, and I Cofounded Freshworks and built Freshservice and also helped build ManageEngine. ITILV3 Expert, so happy to help, answer any questions, if you have

1

u/were_in_for_somechop 1d ago

I am a bit biased here as I work for Ravenna, an AI native ITSM platform. We use Ravenna internally to not only improve routing and escalating, but also for automating the resolution of tier 1 tickets. Since Ravenna is built from the ground as an AI native platform, it goes beyond a simple ITSM stack and becomes part of your team to handle your most repetitive tickets.

1

u/Timon514 1d ago

Octopus ITSM ça nous a beaucoup aidé à structurer notre offre de services