Matrix42

How Matrix42 Transformed Its Own Service Desk with Matrix42 Intelligence

At a Glance

Matrix42 practices what it preaches. As part of its commitment to delivering enterprise-ready AI, Matrix42 deployed its next-generation agentic Intelligence in its own Customer Support production environment before making it available to customers. By using the solution internally in daily operations, the company validated the technology under real-world conditions and continues to refine new capabilities based on operational experience.

The impact has already proven to be a game changer. Within just a few weeks of adopting the next-generation Intelligence, support engineers have been resolving technical issues fast already er, communicating with customers more effectively, and delivering an even better customer experience.

First outcomes after just a few weeks in production:

• ~20% time saved per technical ticket — a measured operational result, with even greater savings on complex cases.
• Faster customer communication that has generated direct positive customer feedback.
• Less clarifying back-and-forth through smarter data capture at ticket intake.
• Proactive customer communication helps prevent individual support tickets before they are created.

The Company

Matrix42 is a European software company that helps organizations digitalize and automate their work. Its Customer Support team runs an external-facing Service Desk that supports Matrix42's customers and admin users — a technically demanding environment where every ticket is tied to a specific product, component, or process.

Industry: Enterprise Software

The Challenge: Raising the Bar on an Already-Functioning Service Desk

Matrix42's Service Desk had evolved steadily over more than a decade, built on configurations that served the company well at the time. As the product, the team, and customer expectations grew, so did the opportunity to raise the bar — moving from processes shaped by what earlier tooling could support to an approach grounded in modern best practices, greater consistency, and a better experience for every customer.

Because the team supports external customers — not internal staff — one challenge stood out in particular: identifying who the customer was and which product they were using when a ticket arrived.

The core challenges included:

• Opportunities to automate routine ticket handling. Many recurring tasks were handled manually — creating a clear opportunity to free up agent time for higher-value work through smarter automation.
• Room to improve cross-team visibility. While processes were in place, greater consistency and a more unified view of the support landscape would enable faster, more confident decision-making.
• Inconsistent processes across teams. Different teams followed different logic, resulting in variable service quality.
• Slow customer and product identification. External customers are not in Matrix42's internal systems in the same way as internal users, so agents spent valuable time confirming basic context before troubleshooting could begin.
• Time-consuming back-and-forth. Vague ticket descriptions triggered rounds of clarifying questions — delaying resolution and adding friction for customers.

For a technical support team, these gaps slowed resolution times and directly affected the customer experience.

The Solution: An AI-Assisted Service Desk with Matrix42 Intelligence

Rather than carry legacy configurations forward, Matrix42 chose to completely rebuild its Service Desk around modern best practices — simpler, faster, and more scalable — with Matrix42 Intelligence at the core and the customer portal reimagined as a digital self-service hub.

The transformation was built on several capabilities working together:

AI-assisted technical troubleshooting.

The biggest advancement for the team.

AI is embedded directly in the service desk interface. Bringing AI assistance into the core product experience to make it a natural part of every agent's daily workflow.

Matrix42 Intelligence pulls information from engineering tools, documentation sources, monitoring systems, cloud platforms, and collaboration channels — all in one place. Instead of manually checking multiple data sources, agents reach the knowledge they need significantly faster and can begin investigating sooner.

Built-in AI capabilities directly in the workflow.

Within the service desk interface, agents use AI-powered ticket categorization, ticket summaries, a resolution helper, and knowledge base drafting. The goal is for every ticket that arrives to be reviewed with AI support, surfacing a clear path to resolution from the start.

Smarter data capture at intake.

By combining customer master data and product information, the portal identifies who the customer is and what they use the moment they log in. A more intuitive portal interface captures the right context up front — reducing the clarifying exchanges that previously delayed resolution.

Proactive mass communication.

Rather than waiting for individual incidents to be reported, the team can proactively inform multiple customers at once through the portal — for example, when a service or cloud environment is impacted. This shifts the team from a reactive to a proactive operating model.

Customer-facing self-service and knowledge discovery.

The portal functions as a digital hub where customers can check service status, access resources, and find answers independently — reducing the volume of tickets that need to be raised in the first place.

The Results: Faster Resolution, Better Communication

After just a few weeks, the team could already see the following results:

~20% time saved per technical ticket. Team members report saving around a fifth of their handling time on technical tickets — with significantly greater savings on complex cases that require pulling together extensive data and writing detailed, structured responses.

Improved communication. Technical support specialists — who are experts in the product, not professional writers — now produce well-structured responses with helpful context and reasoning around the resolution, not just a fix.

Stronger customer satisfaction. Customers have sent direct positive feedback praising detailed, thoughtful explanations. The added reasoning and human context around a resolution is consistently valued.

Reduced back-and-forth. Smarter intake and better up-front data capture cut down clarifying exchanges, so agents move to real investigation faster.

High team adoption and growing confidence. Following a close, hands-on implementation process, trust levels across the team are high. Agents actively use advanced prompting techniques — asking AI to list data sources, suggest where to start an investigation, or propose the right questions to ask a customer before escalating.

Looking Ahead

Matrix42 continues to expand how its Service Desk uses Matrix42 Intelligence, with a clear roadmap for deeper automation and self-service.

What's next:

• Automated ticket preparation. For recurring issue types automatically collecting relevant log files and monitoring data so agents can skip manual data gathering and focus on solving the problem.
• AI-based major incident detection. Identifying patterns when multiple customers on the same platform report similar issues, flagging potential major incidents earlier and enabling faster, coordinated responses.
• Customer-facing AI knowledge discovery. Expanding guided self-service in the portal, including intelligent incident creation that captures what the customer has already tried — so when a ticket does need to be raised, agents have the full context from the start.

By applying its own technology in a real production environment, Matrix42 demonstrates how AI-assisted service management enables skilled teams to work smarter — reducing manual effort, improving communication quality, and delivering a faster, better experience for every customer.

Ready to Modernize Your Service Desk?

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