Stop Triaging Tickets. Start Solving Problems.
Custom AI automation that learns from your ticket history—not generic templates. Cut manual triage time by 60+ hours per month. Trained on your data, deployed in 3 weeks.
Custom AI automation that learns from your ticket history—not generic templates. Cut manual triage time by 60+ hours per month. Trained on your data, deployed in 3 weeks.
Most ITSM tools promise AI but deliver templates trained on someone else's data. We build automation trained on your ticket history—so it actually understands what "urgent" means in your environment, which team handles printer issues, and why that one user always needs VPN help on Mondays.
Every ticket gets categorized, prioritized, and routed the moment it arrives. The system knows your taxonomy, your team structure, and your escalation rules because we trained it on 3,000+ of your historical tickets.
Relevant KB articles appear automatically in tickets. Not generic suggestions—actual articles your team has used to resolve similar issues. Technicians spend less time searching, more time solving.
The system learns from every correction your team makes. New ticket patterns? It adapts. Reorganized your teams? Update the rules once. Seasonal ticket spikes? It remembers from last year.
ServiceNow's Virtual Agent costs six figures and still routes tickets wrong. Freshservice's Freddy needs weeks of "tuning" to maybe get close. Jira's AI features only work if you've already done the hard work of structuring everything perfectly.
Our approach is different: we export your ticket history, analyze what your team actually does (not what the manual says they should do), and build models that match reality. Then we deploy it as a lightweight service that integrates with whatever ITSM platform you're using today.
We start by analyzing your historical tickets to understand your unique patterns—not just what the documentation says, but how your team actually categorizes and routes work. Then we build and train models specifically for your environment. After validation with your team, we deploy in phases: pilot first to build confidence, then full production rollout.
Most clients are live within 3-4 weeks. The difference between "interesting demo" and "this actually works in production" comes down to proper training data and a methodical rollout. We've done this enough times to know what breaks and how to avoid it.
Send us 10 recent tickets and we'll show you exactly what we'd automate.
Integrates with the ITSM platform you already use—no migration required
Replace Virtual Agent at 1/10th the cost. Integrates via business rules and REST API. Handles category, priority, assignment group, and Configuration Item linking.
Works with any tier that has API access (Estate or higher). Webhook triggers on ticket creation, automation updates fields within seconds.
Plugs into automation rules or scheduled jobs. Updates custom fields, components, labels—whatever structure you're using today.
Using something else? Zendesk, ManageEngine, BMC Remedy—if it has an API, we can integrate.
Sometimes you need more than just software
Need someone to translate what your IT team is saying into what your business needs to hear? 28 years of ITSM and operations experience, available part-time. ITIL-certified and comfortable in the executive suite or the server room.
Not sure where to start? We'll spend a few hours reviewing your service desk operations, identify what's working and what's draining time, and give you a prioritized list of improvements.
Free 30-Min IntroI've spent 28 years in IT operations—long enough to know that most "automation" projects are really just spreadsheet macros dressed up in buzzwords. Real automation should make your team's lives easier, not create new problems to manage.
At my last company, I got tired of watching our service desk manually sort through 200+ tickets a day. So I built something that actually worked: models trained on our ticket history that understood our categories, our escalation rules, and our team's habits. It saved us 80+ hours a month and nobody had to learn a new system.
That's what I do now at Walker Advisory Solutions. I take the same approach—understand how your service desk actually operates, build automation that fits into your existing workflows, and deliver something production-ready in weeks, not quarters. ITIL-certified, 28 years of ITSM experience, but more importantly: I've personally triaged thousands of tickets and I remember what it's like.
Send over 10 recent tickets and I'll show you what we'd automate. No sales pitch, just a practical breakdown of where automation makes sense for your environment.