How Retool scaled IT support globally and improved SLAs Using Risotto

Risotto provides seamless internal support in Slack

As companies continue to embrace the flexibility and convenience of Slack for internal communications, many are finding that their traditional ticketing and support systems struggle to keep up. That was the case for the Retool IT team, who were looking to consolidate multiple regional Slack support channels and scale their operations more efficiently.

"Slack is really easy. It's one of the easiest communication tools we've ever had in a corporate world, and that ease of use makes it the best place for ticket intake," explained Charlie, IT manager at Retool.

However, Retool’s previous ticketing system didn't integrate well with Slack, forcing employees to jump through hoops to create support requests. This led to a proliferation of informal Slack messages, making it difficult to capture metrics and ensure timely resolution.

Determined to streamline their Slack support operations, the team turned to Risotto. Risotto’s platform allowed them to maintain their regional Slack channels while funneling all requests into a single agent view with automated tier-1 triage and resolution. This provided much-needed organization, responsiveness, and an overall improved employee experience.?

Risotto helps improve SLAs

"Our target SLA was 2 days and we’re now beating that averaging only 1 day to ticket close using Risotto. So we're meeting that SLA very well and Risotto is a big part of that," Charlie shared.

Beyond SLAs, the Retool team also appreciated Risotto's ability to consolidate their Slack support channels without losing important context. This consolidated approach allowed the IT team to scale their support operations more effectively, monitoring all requests through a single agent channel while still maintaining visibility into regional needs.

"We're now able to keep requests centralized and work on all of those things in one view, which is really nice," Charlie explained. “It works so reliably so we don't have to worry about missing a message."

Risotto also helps automate access requests and approvals

Looking ahead, the team is particularly excited about Risotto's ability to automate access requests and approvals - a pain point they struggled with previously.

"We were just granting literally everyone in the company access to apps like Stripe because that was the easiest way to do it," Charlie recalled. "Now when a request comes in, we’re able to easily grant it and later see all the instances when access was granted."

By setting up department-based approval workflows in Risotto, the team can now manage sensitive access in a more secure and compliant manner. They estimate this will allow them to automate up to 40% more of their tickets in the near future.

Risotto shows impact with metrics

In addition to the efficiency gains in their support workflows, Retool also praised Risotto's robust metrics capabilities. The platform's dashboard provided them with the key performance indicators they needed to track the success of their support operations.

"Risott’s metrics dashboard is really nice and well done. I like how you streamline the metrics and show the important things that we need. All the metrics work really well together," Charlie commented. The well-designed dashboard allowed them to quickly assess the health of their support function at a glance, giving them the data-driven insights to continue improving.

“Time-to-first-response is a really important metric and you can see that it’s literally seconds with Risotto, which is awesome," Charlie continued.?

Slack automations give stretched support teams time back

For the Retool IT team, Risotto's deep integration with Slack has been transformative. By consolidating their support channels, improving SLA adherence with AI, and providing insights through metrics, Risotto has helped them streamline their operations and deliver a better experience for employees.

As more companies look to Slack as the central hub for internal collaboration and support, tools like Risotto will be essential for bridging the gap between communication and efficient issue resolution. Retool’s story is a testament to the power of Slack-centric workflows paired with Risotto as an AI-powered support bot to drive tangible improvements in productivity and employee satisfaction.