Analyze IT tickets for patterns
See which problems come up most, so you fix them for good.
IT and admin · On a schedule · Updated
Works with
- Slack
- Jira Service Management
- ServiceNow
- Freshdesk
Slack
Jira Service Management
ServiceNow
FreshdeskHow do you analyze IT tickets for patterns?
To analyze IT tickets for patterns, set a monthly Loop and connect your ticketing tool. Maito reads the month's tickets, groups them by cause, and posts the top problems with counts and dates. It separates expected volume from real issues and suggests a lasting fix for each.
How it's done today
Nobody looks at ticket trends.
What Maito does
- Read the month's tickets
- Group by cause
- Suggest fixes or guides
Example
Loop run: Monday 9:00 AM · Monthly IT ticket review
September: 214 tickets, up from 187 in August. • Password resets: 40 (19%). Suggest self-service resets. • New laptop setup: 23. Expected, we hired 9. • Wi-Fi in room B: 12. All between Sep 9 and Sep 23, from 7 people. Looks like the access point, not the users. • VPN error 691: 11. All since Sep 22, when the old profile was retired. Catch: the 11 VPN tickets were closed with the same fix each time, but no guide exists. Suggested: a guide for 691, a self-service reset, and a check on the room B access point.
@Maito write the guide for 691 from those tickets.
Attached: vpn-error-691.docx, 5 steps. 10 of the 11 tickets had the same fix. ITS-1902 needed a reinstall, so that's noted at the end. You publish it.
Maito (9:00 AM):
September: 214 tickets, up from 187 in August.
• Password resets: 40 (19%). Suggest self-service resets.
• New laptop setup: 23. Expected, we hired 9.
• Wi-Fi in room B: 12. All between Sep 9 and Sep 23, from 7 people. Looks like the access point, not the users.
• VPN error 691: 11. All since Sep 22, when the old profile was retired.
Catch: the 11 VPN tickets were closed with the same fix each time, but no guide exists.
Suggested: a guide for 691, a self-service reset, and a check on the room B access point.
Ben (9:25 AM):
write the guide for 691 from those tickets.
Maito (9:27 AM):
Attached: vpn-error-691.docx, 5 steps. 10 of the 11 tickets had the same fix. ITS-1902 needed a reinstall, so that's noted at the end. You publish it.
How to set it up
- Ask your agent
“On the first Monday of each month, read last month's IT tickets, group them by cause, and post the top problems with a suggested fix for each in #it.”
- Connect ticketing
- Jira Service Management
- ServiceNow
- Freshdesk
Not connected yet? Your agent sends you a link to sign in.
What it won't do
Its grouping depends on how well tickets are written, and some causes can hide behind a generic title. Treat its suggestions as a place to start.
Questions
Jira Service Management, ServiceNow or Freshdesk, connected through MCP.
No. It reads and reports. IT decides what to fix.
Yes. It compares against earlier months you point to and notes what rose or fell.
