How Remote manages global operations with automation
Supercharging IT support with an AI-powered help desk
Challenge
A small IT team faced overwhelming ticket volume. With untracked Slack requests and no formal system, support was reactive, fragmented, and tickets often slipped through the cracks.
Solution
An AI-powered help desk automates intake, triage, and resolution via Slack, email, and chatbot. Zaps handle user validation, ticket creation, AI suggestions, and self-assignment, streamlining support.
Results
27.5% of help desk tickets at Remote are closed automatically, saving 616 hours monthly. This boosts speed for users and frees IT to focus on high-impact work, scaling support without increasing headcount.
"Without having automation, we would have to at least be double our size. Doubling is a bit of a euphemism because I think we would have died or fallen back into oblivion [without it]."
Building a company-wide culture of automation
Challenge
With a small team and growing demand across departments, Remote needed to scale strategically, without doubling headcount or slowing growth.
Solution
Marcus created an IT Integrations Engineer role and built a dedicated automation team of three to support and scale automation across departments.
Results
With Zapier-powered workflows, Remote saves 6,659 workdays monthly and has avoided $500K in IT hiring costs, proving automation can scale operations efficiently without growing headcount.
“Zapier helps us manage remote teams and operations across the globe seamlessly.”
Remote
