Customer Spotlight
How
Retool uses
Risotto
to manage
IT requests
Retool has transformed their IT support workflows with Risotto. By leveraging Risotto’s capabilities, Retool has streamlined SLAs, improved employee experience, and even added a personal touch with custom branding.
Streamlining
SLAs in Slack
Retool’s IT team needed a better way to manage support requests. Their traditional ticketing system struggled to integrate effectively, leading to disorganized informal requests and delayed resolutions.
Reduced ticket closure time from 2 days to an average of 1 day.
Enhanced visibility into regional needs while maintaining centralized management.
Book a demo
"Our prior SLA for solving support issues was 2 days but with Risotto we're now averaging under 1 day, which is amazing.”
Charlie Verrey,
IT Manager at Retool
Automating
Access Requests
Retool’s IT team leveraged Risotto’s approval workflows to manage sensitive access securely. They anticipate automating up to 40% more tickets by streamlining this process, reducing manual intervention and increasing compliance.
Book a demo
“Now when a request comes in, we’re able to easily grant it and later see all the instances when access was granted.”
Charlie Verrey,
IT Manager at Retool
Data-driven
insights
Risotto’s robust metrics dashboard empowered Retool to:
Track key performance indicators like time-to-first-response, averaging just seconds.
Streamline security workflows with lightweight ticketing in Slack
Book a demo
“The metrics dashboard is really nice and well done. It shows the important things we need and works well together.”
Charlie Verrey,
IT Manager at Retool
Personalization
with
custom branding
Introducing “Remy” – Retool’s Branded Chatbot. Retool’s IT team worked with their design team to create a custom-branded chatbot experience. The result? “Remy,” a retro-inspired avatar that embodies Retool’s playful culture.
Reinforces company culture.
Creates a familiar and engaging support experience for employees.
Encourages adoption of the Risotto bot.
Book a demo
"It was inspired by the happy Mac, giving it an old-school type personality."
Charlie Verrey,
IT Manager at Retool
Success metrics
you can measure
2x
your SLA capacity
60%+
ticket deflection rate
90%+
customer CSAT
Recognition
&
certification
Backed by leading investors, certified for security, and committed to the HR community.
