How Automation in Freshservice Reduces IT Ticket Backlogs

As organisations grow, IT teams often find themselves overwhelmed by a steadily increasing number of support requests. What starts as a manageable queue can quickly turn into a backlog that impacts productivity across the business. In many cases, the issue isn’t a lack of effort from IT teams; it’s the absence of automation in everyday service management.

A large portion of IT requests tend to be repetitive in nature. Password resets, access approvals, software requests, and standard incident updates consume a significant amount of time when handled manually. When every request requires human intervention, even simple tasks can pile up, leaving more complex issues waiting longer than they should.

Manual routing and prioritisation further add to the problem. Without automation, tickets rely on someone constantly reviewing, categorising, and assigning them. This not only slows down response times but also increases the risk of tickets being misrouted or overlooked altogether. As backlogs grow, service levels start to drop, and IT teams are pushed into a constant firefighting mode.

Over time, these delays affect more than just IT operations. Employees experience slower resolutions, productivity declines, and confidence in internal support begins to erode. IT teams, on the other hand, face mounting pressure as they struggle to balance routine requests with strategic initiatives.

Moving Towards Automated IT Service Management

Automation changes the way IT teams handle growing demand. By standardising workflows and reducing manual intervention, IT support becomes more predictable, faster, and easier to manage. Automated ticket categorisation, assignment, and prioritisation ensure that requests are handled consistently and reach the right teams without delay.

With Freshservice, automation extends beyond ticket handling. Service request workflows can manage approvals automatically, common issues can be resolved through self-service, and repetitive tasks can be eliminated. This not only reduces ticket volumes but also shortens resolution times for the requests that still require human attention.

As a Freshworks partner, we help organisations design and implement automation within Freshservice that aligns with their operational needs. From identifying automation opportunities to configuring workflows and approvals, we ensure the platform actively reduces ticket backlogs rather than adding complexity.

By adopting automation as part of a modern ITSM strategy, businesses can move away from reactive support and towards a more efficient, scalable service model. With the right setup, IT teams gain the capacity to focus on higher-value work while maintaining consistent service quality even as demand continues to grow.

Need help improving your ITSM processes? We’re an authorized Freshworks service partner, helping businesses implement and optimize Freshservice for faster, smarter IT support. Get in touch to explore how we can streamline your IT operations.