How Remote Solves 27% of IT Tickets Automatically with Zapier

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.