AI support demand grows as Helpdesk tickets fall

We’ve seen a significant shift in the way customers are accessing support.

Helpdesk ticket volumes have reduced by around 50%, while overall demand has remained broadly level. At the same time, usage of our AI support tools, Johnny 5 and HAL, has continued to increase.

This means more everyday questions are being answered before they ever need to become a Helpdesk ticket, giving customers quicker access to guidance while allowing our team to focus on the more complex issues that need investigation.

The reduction is also being supported by improvements behind the scenes. We’ve strengthened our software testing, bug reporting and internal review processes, helping us identify issues earlier, improve the quality of fixes and deliver more stable releases.

Taken together, it reflects a wider improvement in how support is being delivered: more questions resolved earlier, fewer avoidable issues reaching customers, and more Helpdesk time available for the cases that genuinely need investigation.