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Cut IT support tickets in half

Userlane helps people find answers inside their applications before they file a ticket, freeing IT to focus on work that requires human judgment.

See It in Action

Cut IT support tickets <span class="gradientWhite">in half</span>
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The IT Support Challenge

The majority of Tier 1 support tickets are not technical problems. They are how-to questions that repeat across every onboarding cohort, every update, and every process change.

  • One in three CIOs report that IT ticket volumes are rising faster than teams can scale
  • 35% of employees say they are disappointed by the IT support they receive
  • Waiting – the employee stuck until someone responds, the support agent pulled from strategic work
  • Compounding – every new application or update generates another wave of the same questions

How Userlane
Improves IT Support

Deflect repeat questions

People resolve their own how-to questions inside the application instead of filing a ticket. An in-app help hub surfaces answers, guides, and knowledge base content without leaving the workflow.

Most tickets start because the answer lives in a separate portal, a PDF, or a colleague's memory. Putting the answer inside the application stops the ticket before it starts.

  • Answer how-to questions instantly inside any browser-based application
  • Connect to existing knowledge bases (SharePoint, Confluence, ServiceNow) and surface relevant content in context
  • Escalate to human support only when self-service cannot resolve the issue

Prevent errors at the source

Guided workflows walk people through processes correctly the first time, eliminating the errors that generate tickets.

Preventing a support ticket costs less than resolving one. Field-level validation and step-by-step guidance reduce errors at the source, not in the queue.

  • Guide people through complex workflows to prevent input errors
  • Validate data at the field level before submission
  • Surface alerts for common mistakes before they create downstream issues
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Proven Impact

  • 24/7 support, no added headcount.
    An international supply chain company supports users around the clock without adding staff.
  • Visibility before action.
    A global automotive supplier gained full visibility into how people use software, replacing assumptions with real data to target support where it matters.

48%

Fewer support tickets - global engineering firm

60%

Lower training costs - global engineering firm

10,000+

Users supported 24/7 - international supply chain

40%

Higher application usage - international supply chain

Frequently Asked Questions

No. Userlane handles the repetitive how-to questions that consume Tier 1 capacity, freeing your help desk for complex issues that require human judgment. The goal is shifting the ratio of tickets, not eliminating human support.

The Userlane Assistant sits inside each browser-based application as a help hub. It answers questions, surfaces relevant guides, and connects to your existing knowledge bases. Deployment is via browser extension or JavaScript snippet. No backend integration or application changes required.

HEART analytics shows where people struggle most frequently: which processes cause errors, where people abandon tasks, and which applications generate the most support requests. You can filter by application, department, or workflow to focus on the areas driving the most volume. This data prioritises which self-service content to build first for the largest ticket reduction.

Userlane operates as an overlay. It does not access or modify application data. It does not track keystrokes or capture field-level inputs. The browser extension requires no backend integration. Certified ISO 27001, with data residency options in the US, UK, or EU.

Most organisations see measurable ticket reduction within 30 days of deploying self-service content for their highest-volume applications. The first step is identifying which applications and processes generate the most tickets. HEART analytics produces that data immediately. From there, you build targeted self-service content for the top ticket drivers and track the impact in real time.
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