Superhuman, the company building the fastest email experience in the world, knows a thing or two about productivity and automation. So when their internal IT support couldn’t keep pace with their growing team, they sought a solution that matched their own high standards for efficiency and user experience.
Growing Pains: When Slack Support Falls Short
As Superhuman expanded from 100 to over 140 employees in just 18 months, their IT & compliance teams struggled to manage the increasing volume of support requests coming through Slack. Without proper tracking, requests would disappear into threads, leaving both employees and IT staff frustrated.
“Before Risotto, we were struggling to keep up with internal support requests. We were stretched thin and things were falling through the cracks,” explains Collin, who oversees IT and compliance at Superhuman.
The company had a makeshift Slack bot from their IT provider that attempted to help with access requests, but the solution was cumbersome. Every request required users to enter their name, email, manager information, and other details they should already know.
Even with this information, provisioning still required manual intervention and could take hours to complete.
The Search for a Better Solution
Superhuman needed a solution that met three critical criteria: easy to implement, easy to use, and truly effective. Working with their IT provider Jones IT, they discovered Risotto and began a careful pilot program.
Initially skeptical, Collin kept the pilot small and under the radar. But that changed quickly after seeing Risotto in action.
From Pilot to Production: A Seamless & Fast Implementation
What stood out to Superhuman was how painless the implementation process felt compared to other tools they had deployed.
This thorough onboarding meant that when Risotto launched company-wide, the experience was impressive from day one. Within the first week, employees were already reaching out to Collin directly to share their amazement at how well the new tool worked.
Immediate and Continuous Impact
Superhuman quickly saw tangible results with their Risotto implementation:
Approximately 20% of all support requests automatically resolved.
Average first response time of just seconds
Comprehensive metrics on support volume and types of requests
Seamless integration with existing workflows in Slack
One of the most valuable features for the Superhuman team has been automated access provisioning, which streamlines a historically time-consuming process.
“Automated software access saves us so much time. Within minutes people get the access they need with everything tracked, approved, and no additional overhead needed,” Collin explains.
For security-conscious operations, Risotto’s access capabilities provide an additional layer of control: “For sensitive tools and resources Risotto’s automated time-based access has been a game-changer.”
The system also continues to improve without manual intervention. “Our auto-solve rate continues to get better over time automatically which is so cool to see,” notes Collin.
Beyond IT: A Multi-Department Support Solution
What started as an IT solution has expanded to support multiple teams across the organization. Currently, Risotto handles requests for IT, compliance, finance, and HR/people operations at Superhuman. “The multi-department capabilities are awesome. Our engineering and RevOps teams now also want to use Risotto as they also get lots of the same questions over and over again,” Collin shares.
This expansion reflects a broader vision for a unified support experience across the organization, ensuring that no matter what type of internal question an employee has, they can get immediate, accurate assistance.
Perhaps most impressive to Collin was Risotto’s ability to maintain service continuity even when the human team was unavailable. “It was amazing to see Risotto solve questions for me when I was out of the office, and our employees loved getting answers instantly,” he recalls.
This autonomy has transformed the day-to-day experience for both employees seeking help and the IT team providing it, allowing the support team to focus on more strategic initiatives rather than repetitive questions.
A New Standard for Internal Tools
For a company like Superhuman that obsesses over user experience and efficiency, implementing new tools always comes with high expectations. Risotto didn’t just meet these standards, it exceeded them. “Risotto has been one of the best products we’veimplemented in years, and that’s coming from people here who set a very high bar for new tools,” Collin states.
By transforming their internal support from a manual, untracked process to an efficient, automated system, Superhuman has created a support experience that matches their external brand promise: making work faster, more efficient, and more delightful through thoughtful automation.
As they continue to grow, Risotto has become a core part of their operational infrastructure, ensuring that their internal capabilities scale smoothly alongside their business.
