Customer profile

Organisation: Confidential
Sector/Industry: Logistics & Automation
Challenge: A knowledge‑rich IT helpdesk where operators struggled to find the right answers quickly, leading to repeated triage, avoidable escalations, and limited insight into knowledge quality.
Solution: An operator‑focused Copilot Studio agent, running entirely on the customer’s Azure tenant, grounded in TOPdesk and Confluence with full telemetry and feedback loops.
Result: 35% reduction in mean time to resolve, 60% increase in first‑contact resolution, 45% fewer misrouted tickets, ~3,500 operator hours saved per year

“Employees are enthusiastic about exploring this GenAI agent, which allows them to access support whenever and wherever they need it. Previously, it was difficult for employees to locate self-service knowledge, but now it is easily accessible. While the solution is already providing valuable support, there is a clear opportunity for the ICT department to continue improving by expanding and maintaining the self-service knowledge stored in the knowledge base.”  — Head of Digital Acceleration, logistics & automation enterprise 

Knowledge existed. Finding the right answer quickly didn’t 

Financial analysis requires deep market domain knowledge, but generating production-read. Despite extensive documentation and mature ITSM tooling, operators struggled to retrieve the right information at the right moment. SOPs lived in Confluence, ticket history in TOPdesk, and critical know‑how in operators’ heads. But with no single retrieval surface, operators spent valuable time searching or asking colleagues, instead of resolving tickets.

This fragmentation created three compounding problems:

Scattered information: Operators switched constantly between systems to piece together answers.

Reduced process efficiency: Familiar issues were repeatedly triaged, causing L2 and L3 teams to absorb avoidable work and stretching mean time to resolve across a large service catalogue.

No visibility on knowledge quality: IT leadership lacked data on which questions were being asked, which articles helped, and where the knowledge base fell short. Improvements were anecdotal rather than data‑driven.

An operator‑first Copilot, built for faster resolution 

Rapid Circle anchored the engagement to a single outcome: operators resolving tickets faster. Rather than a broad rollout, the team shipped a focused MVP designed to deliver immediate, measurable impact.

Key elements of the solution:

Operator‑focused Copilot Studio agent: A Copilot that works in the operator’s flow of work, surfacing the most relevant answers per ticket.
Native integration with existing tools: Live reads from TOPdesk and Confluence. No data replication, no third‑party data plane.
Tenant‑isolated by design: The agent runs fully on the customer’s Azure subscription and M365 Tenant, ensuring data residency and security from day one.
Telemetry built in from the start: Every query, retrieval result, generated response, and operator rating is logged to enable continuous optimisation.

“The solution helps to decrease repetitive IT support queries. Its growing adoption, reflected in the increasing number of users installing the tool in Teams and using it to create TOPdesk tickets. This shows that more employees are resolving issues independently. This shift is helping reduce the volume of direct support messages and freeing up ICT resources for more complex tasks.” 
— Head of Digital Acceleration, logistics & automation enterprise 

 Speed went up. Escalations went down. Visibility finally caught up.

Post-launch feedback indicated a noticeable reduction in repetitive, direct support messages as adoption grew and more employees used the assistant to find answers and initiate service requests independently. This helped reduce noise for the ICT team and freed capacity to focus on more complex issues. 

They will be replaced with measured pilot results as adoption matures. 

• 35% reduction in mean time to resolve 
  Faster knowledge discovery and fewer dead ends. 

• 60% increase in first‑contact resolution 
  L1 teams close more tickets without escalation. 

• 45% fewer misrouted tickets 
  The right work reaches the right tier the first time. 

• ~3,500 operator hours saved per year 
  Across an IT organisation of approximately 200 people. 

“We started with a clear outcome – operators resolving tickets faster – and shipped an agent the team actually uses. Done, not demoed.” 
— Rapid Circle delivery team 

Ready to modernise your IT helpdesk with Copilot? 

Want to see what an operator‑first Copilot can do for your ITSM environment? Get in touch to explore how to start small, prove value, and scale with confidence. 

Frequently asked questions

1) What is the Operator Copilot for TOPdesk? 

The Operator Copilot is a Microsoft Copilot Studio agent that helps L1 and L2 operators resolve TOPdesk tickets faster using their own knowledge base and ticket history. 
It retrieves answers from TOPdesk and Confluence and presents them directly in the operator’s flow of work. 

2) How does the Operator Copilot help operators resolve tickets faster? 

The Operator Copilot surfaces relevant knowledge articles, similar resolved tickets, and guided troubleshooting per ticket. 
This removes manual searching, reduces repeat triage, and prevents avoidable escalations to higher support tiers. 

3) Where does the Operator Copilot run and how is data secured? 

The Operator Copilot runs entirely on the customer’s own Azure & M365 tenant. 
Knowledge and ticket data never leave the tenant, ensuring data residency, tenant isolation, and production‑ready security from day one.