Run by the team at workflow orchestration and AI platform Tines, the Tines library features pre-built workflows shared by IT and security practitioners from across the community - all free to import and deploy through the platform’s Community Edition.
A recent standout is a ticket-handling workflow developed by Connor Brewer, Principal Solutions Architect at Uzado Inc., a Canadian IT and security service provider.
Built with Tines Pages and powered by AI, the workflow invites employees to submit common IT issues through a simple form, then automatically responds or routes the ticket to the right practitioner, reducing manual triage and speeding up resolution.
“At Uzado, these types of requests account for roughly 20% of IT tickets,” Connor explains. “We estimate that 10% of these could be resolved automatically, representing significant time savings and enabling analysts to focus on more complex challenges. The benefits extend to end users as well, who often prefer instant, AI-guided troubleshooting over waiting for IT responses.”
In this guide, we’ll share an overview of the workflow and walk you through setting it up in your own environment.
The problem – manual ticket handling that drains time and focus
IT teams deal with a steady stream of support tickets, many of which are simple and repetitive, like audio issues or password resets. These low-effort tasks consume a disproportionate amount of practitioner time and introduce challenges like:
Alert fatigue from high ticket volumes
Context switching that interrupts deeper project work
Slow response times for end users who need quick resolutions
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