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.