Adopting an AI ticketing system is just the first step—real success comes from how well it’s implemented, trained, and maintained. Whether you’re managing an internal IT service desk or a multi-department support channel, these strategies can help you unlock the full potential of your AI investment.
Optimization 1: Integrate With Collaboration Tools Like Microsoft Teams
Support works best when it’s embedded where employees already spend their time. Tools like Tikit by Cireson integrate directly into Microsoft Teams to deliver ticketing workflows within your existing communication stack.
This frictionless support experience helps increase self-service adoption, reduce ticket volume, and shorten resolution time.
Read More about how AI-powered virtual agents in Teams environments see higher engagement:
Microsoft Service Manager integrations
Optimization 2: Keep Your Knowledge Base Fresh
Outdated or irrelevant content can derail even the smartest AI assistant. Regularly review which articles your AI is surfacing to better understand what users are looking for.
Cireson’s article on AI ticket deflection explains how AI can shed light on common search terms and reveal knowledge gaps—giving you a data-driven roadmap for KB updates.
Optimization 3: Measure Deflection, Not Just Resolution
While ticket resolution is important, deflection is often a stronger indicator of AI efficiency. Tracking how often users find answers without agent intervention reveals where your system is truly working—and where it’s not.
One metric to consider is the Ticket Deflection Ratio. This number helps quantify how much volume your AI is handling independently and informs future investments in automation.
Optimization 4: Personalize Responses with Contextual Data
Generic responses slow down conversations and frustrate users. Leverage integrations with InTune and Entra so AI can include relevant context in its replies.
Optimization 5: Set Up Feedback Loops for Improvement
AI learns through use and can be improved with feedback. Let users tell you which AI-generated replies were helpful, then examine your reports and provide more responses for your AI to serve.
Analyzing these touchpoints helps your support team refine workflows, adjust automation rules, and improve long-term accuracy. It also reinforces trust—users know their input shapes future experiences.
Maximizing Your Investment
Optimizing your AI ticketing system requires a thoughtful, iterative approach. From smarter integrations to active feedback loops, every decision compounds the value of your investment.
With Tikit you don’t have to go at it alone. Our team provides free setup and advanced consulting services to help you get the most out of your ticketing system. Learn more about Tikit or schedule your demo today.
