# We Analyzed Millions of IT Tickets. Here's What We Learned

_Ran Ribenzaft · 2025-11-08_

**Categories:** AI, IT Automation, ITSM, Efficiency, IT Operations

We've seen it firsthand. When we started Harmony, we had a hunch: most IT teams weren't just short on people - they were short on leveraging autonomous automation.

To test it, we partnered with several companies to analyze their historical IT tickets. The results were shockingly consistent across industries and sizes.

## Company 1 - SaaS Company, ~8,000 Tickets

- **Key Takeaway: 51–72%** of tickets showed automation potential. Automating these would cut workload by **40–60%** and reduce resolution time from _hours to minutes._
- **Top categories:**
   - Access Requests (45%)
   - Password / SSO Admin (7%)
   - Admin Permissions (9%)
   - Technical Support (4%)
   - Employee On/Offboarding (3%)

## Company 2 - Enterprise Tech, ~7,500 Tickets

- **Key Takeaway: 50%** of tickets could be automated immediately, with a further **30–40%** partially automatable.
- Top categories:
   - Access Requests (25%)
   - Hardware Issues (15%)
   - Software/Application Issues (12%)
   - Data Extraction Requests (10%)

## Company 3 - Global Enterprise, ~10,000 Tickets

- **Key Takeaway: 50–74%** automation potential resulting in workload reduction, faster responses and happier employees
- **Top categories**
   - Access Requests (15.5%)
   - Password Issues (14.5%)
   - VPN/Network Support (13.4%)
   - Phone/RingCentral (10.8%)

## The Pattern Is Obvious

Across every IT team we've worked with:

- At least 30–70% of tickets are _routine and repetitive._
- The biggest categories are access requests, password resets, onboarding/offboarding, and basic app support. These are requests that can and should be handled autonomously, and every one of them can be automated with Harmony's out-of-the-box agents.

## What Harmony Does Differently

Harmony connects across your existing tools (Slack, Teams, email, HRIS, MDM, etc.) and handles:

- Routine requests end-to-end with pre-built Agentic Workflows
- System alerts and monitoring
- Knowledge base updates that happen automatically

Setup takes about an hour, with no lengthy implementation, no scripts to maintain.

Just faster, autonomous IT.

**If your IT team is still manually handling tickets like these, you're probably sitting on an easy 50% efficiency gain.**

We'll even prove it: Send us your last 1,000 tickets. We'll show you exactly how much of your workload could be automated today. Drop us a message, and we'll show just how efficient your org can be.