IT service management doesn’t have to be a headache: How Fixify streamlines your help desk

Let’s be honest: IT service management (ITSM) doesn’t exactly scream “fun.” For most companies — especially those growing fast — managing tickets, systems, access, and updates can start to feel like playing whack-a-mole with a blindfold on.

While revenue-driving teams like sales and product often get the lion’s share of investment during growth, IT teams are expected to scale quietly in the background … with less.

There are signs the tide is starting to turn as more firms are increasing their ITSM investments. Even so, it can be difficult to optimize effectively.

In this post, we’ll dig into why traditional IT service management falls short, what to look for in smarter help desk efficiency solutions, and how Fixify combines AI-powered automation with human support to make ITSM work — at scale — and do it in a way that makes users feel cared for — hot “handled.”

Fixing ITSM without the frustration

IT service management software is supposed to make life easier — but for many teams, it can feel more like a necessary evil. Traditional help desks often trundle along, overloaded with tickets, and growing friction between users and the IT team trying to help them.

According to Forrester’s 2024 State of the Service Desk report, only 55% of employees feel completely supported by their IT service desk. And roughly the same percentage avoid using it unless absolutely necessary.

That’s a problem — not just for productivity, but because of the risks it creates. When teams try to work around IT instead of with it, downtime is more likely. And when that happens? It gets expensive fast. Some estimates put the cost of downtime at over $9,000 per minute.

That’s why we built Fixify. We combine AI-powered automation with experienced human analysts to take repetitive tickets — like password resets, VPN access requests and software troubleshooting — off your plate. That way, your IT team can stop spending their day chasing approval requests and focus on work that moves the needle — like improving onboarding workflows, tightening security protocols or rolling out new company-wide systems.

Why traditional ITSM falls short

Most of today’s IT service desks weren’t built for the pace or complexity of modern business.

Here’s what we see over and over:

• Ticket volume is out of control. Between onboarding requests, software issues, access changes, and alerts, it doesn’t take long for queues to pile up.
  
  
• Software sprawl is real. Our IT help desk benchmark report shows the average company now uses 152 SaaS apps. That’s 152 opportunities for logins to break, permissions to misfire or updates to create chaos.
  
  
• Teams are stuck with outdated processes. Many IT teams still rely on manual tracking, legacy tools or spreadsheets — making even simple tasks harder than they need to be.
  
  
• Staffing is thin. Whether you’ve got tech-savvy generalists wearing multiple hats or credentialed IT pros stretched way too thin, most teams are doing more with less.
  
  
• Expectations are changing. Upwards of 60% of Gen Z employees increasingly prefer self-service over back-and-forth emails, but most systems aren’t built to support that shift.
  

And here’s the kicker: only 6.94% of help desk tickets are currently resolved using automation. That’s a massive opportunity for improvement.

That gap between expectations and experience is exactly where Fixify fits in.

Fixify’s AI-driven approach to ITSM

Fixify was built to solve the pain points most IT teams deal with daily — without requiring a massive overhaul of your current tech stack. We do that by using artificial intelligence (AI) and automation.

Here’s what sets our approach apart:

• AI that actually helps. Fixify automatically triages and resolves 75% of Tier 1 and Tier 2 tickets, from password resets, and access requests to common troubleshooting tasks.
  
  
• Real humans stay in the loop. Our AI does the heavy lifting, but when a request needs context, nuance or a human touch, our expert analysts jump in — fast.
  
  
• Playbooks specific to you. Fixify auto-generates playbooks specific to your company and processes. No need to change the way your users get help.
  
  
• Smarter over time. Fixify learns from every ticket it touches, building a dynamic playbook tailored to your environment. The more you use it, the better it gets.
  
  
• No drama integrations. We work with your existing IT support ticketing system — Jira, Zendesk, ServiceNow, Freshworks, and more — so you don’t have to rip and replace anything.

It’s not magic. It’s just a smarter way to manage your help desk.

Real results: How Fixify transforms ITSM

Fixify doesn’t just make IT feel better — it delivers benefits across the board. Fixify’s benefits mean one IT pro can support up to 500 employees (compared to the industry-standard 1:100 ratio).

By offloading and automating repetitive tasks, we dramatically reduce the cost of delivering great support. For most organizations Fixify ends up being about ¼ the cost of building and managing their own help desk.

What’s more, Fixify can scale as fast as you grow. Whether you’re onboarding 10 new hires or 200, Fixify can handle the load. Performing a user audit? Rolling out a new HR system? Refreshing laptops for everyone. Fixify can handle the spikes and adapt as your tools, teams and tech evolve.

And we’re not standing still. Our recent $25M Series A investment means we’re constantly adding new capabilities to serve you better.

Fixify: ITSM without the headaches

We get it — IT service management has a reputation for being tedious, time-consuming, and way too manual. But it doesn’t have to be that way.

With Fixify, you get:

• Faster ticket resolution
• Happier end users
• Less burnout for your IT team
• And a help desk that can finally keep up with your growth

Whether you’re dealing with overloaded queues, outdated processes or just too many tickets and not enough time — Fixify can help. Start exploring Fixify today.

Ready to streamline your ITSM?
Book a demo today and see what a smarter, more human-centered help desk actually looks like.