How Risotto is Helping Hazel Health Use AI to Resolve IT Tickets 79x Faster

For most growing companies, scaling is a double-edged sword. You get more customers and revenue, but it comes with a massive tidal wave of work for internal teams.

Hazel Health found itself in this exact position in 2025: after acquiring two mental health companies and ballooning to 800 employees, their lean IT team was drowning in over 250 requests a month.

The problem wasn’t just volume; it was fragmentation. IT liked Jira, clinical providers preferred Zendesk, and everyone else was using Slack. The result? A “lost in translation” situation where context was buried in endless threads and support was limited to East Coast and Pacific business hours.

Enter Risotto, an AI-powered help desk that doesn’t just manage tickets, but solves them before a human even sees them. Today the two companies released a case study documenting the results. 

Bridging the Context Gap

Hazel Health’s IT Operations Manager, Victoria DiRugeris, had a visibility problem. While common troubleshooting steps were documented in Confluence and Notion, employees couldn’t find them. Some answers might be available in recent Slack threads, but you need to know the exact phrases to search for, DiRugeris noted.

Risotto solved this by indexing the company’s existing playbooks and knowledge bases. Now, when a clinician has a question about a software update or a laptop camera fails, the AI agent responds immediately with natural language, parsing odd phrasing and adapting mid-conversation.

Crucially for a healthcare company, the solution is HIPAA-compliant, ensuring that sensitive HR matters and patient information stay siloed and secure.

Automating the Runbook

Beyond simple Q&A, Hazel Health uses Risotto’s Runbooks feature to automate complex workflows like District Health Protocol (DHP) escalations. The AI collects necessary data upfront and routes it to the correct department, preventing support teams from wasting time chasing down context.

The setup has proven so low-lift that HR and newly acquired teams can now build their own automated workflows without needing technical IT intervention.

Hazel’s Results with Risotto

In the case study, the two companies detailed an impressive set of results:

• 28% auto-solve rate for IT
• 35% auto-solve for HR
• 4,269 hours saved monthly on waiting for support
• 79x faster resolution (57-minute AI TTR vs. 75-hour human TTR)
• 12 runbooks with features like Kandji & SimpleMDM integrations

The Bottom Line

Hazel Health has effectively turned their support function into a 24/7 operation without adding a single headcount. As DiRugeris puts it, Risotto has become the new support system that she’d bring to every company she runs.

With an upcoming conversational AI assistant designed to surface even deeper ticket insights, Hazel Health is betting that the future of internal operations isn’t a bigger team, it’s a smarter bot.

Companies can learn more at https://www.tryrisotto.com/.