How Remote Solves 27% of IT Tickets Automatically with Zapier
Remote is a global HR and employer-of-record platform with more than 1,800 employees that helps companies hire, manage, and pay workers across borders. To scale operations without proportional headcount growth, Remote built a company-wide automation program using Zapier, including an AI-powered help desk that automatically resolves more than a quarter of all IT support tickets. The result is 6,659 workdays saved monthly and $500,000 in avoided hiring costs.
Impact
6,659
Workdays saved monthly (total)
$500K
IT hiring costs avoided
27.5%
IT tickets resolved automatically
616
Hours saved monthly from IT ticket automation
2,219
Days saved monthly (headline figure)
Challenge
A small IT team managing support for over 1,800 globally distributed employees relied on untracked Slack messages with no formal ticketing system, resulting in requests falling through the cracks and a support model that could not scale without significant headcount growth.
Solution
Remote deployed Zapier to build an AI-powered help desk handling intake, triage, and resolution via Slack, email, and chatbot, with Zaps performing user validation, ticket creation, AI resolution suggestions, and self-assignment across the full support lifecycle.
Tools & Technologies
What Leaders Say
“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].”
“Zapier helps us manage remote teams and operations across the globe seamlessly.”
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Full Story
Remote operates the legal and administrative infrastructure that allows companies to hire employees in countries where they have no legal presence. The core business is complexity management: employment law, payroll, benefits, and compliance across dozens of jurisdictions. With over 1,800 employees distributed globally, Remote’s own internal operations face the same challenge it solves for customers — how to coordinate a large, distributed team without an equally large administrative overhead.
The IT team responsible for internal support was small relative to the volume it handled. Support requests arrived primarily through Slack, untracked and informal. There was no ticketing system, no SLA visibility, and no way to measure how much time was being spent or how many requests were falling through the cracks. As the company grew, the situation was becoming unsustainable — but simply adding headcount was neither efficient nor aligned with Remote’s operating philosophy.
Remote’s response was structural. They created a dedicated IT Integrations Engineer role and built a three-person automation team with a mandate to reduce operational friction across the company. Using Zapier, they built an AI-powered help desk that ingests support requests from Slack, email, and a chatbot interface, then runs them through automated triage: user validation, ticket creation, AI-generated resolution suggestions, and self-assignment to the appropriate handler. The workflow handles the full lifecycle of a support ticket from intake to resolution without human intervention for a significant share of requests.
27.5% of all IT help desk tickets are now closed automatically, saving 616 hours per month from that workflow alone. At the company-wide level, Zapier-powered automation accounts for 6,659 workdays saved monthly — the equivalent of not hiring dozens of additional employees. The hiring cost avoidance from IT automation alone reached $500,000. Co-Founder and President Marcelo Lebre put the stakes plainly: without automation, the company would have needed to at least double in size, and even that might not have been enough.
Remote’s automation program is now a model for how globally distributed companies can scale operations without linear headcount growth. The IT use case demonstrated the pattern — structured intake, AI-generated resolution, and measurement — that the team is extending to other functions. The company treats automation not as a technology project but as a strategic operating principle: the way to grow a global business without the cost structure of a traditional enterprise.
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