From Manual Ticket Triage to AI-Powered IT Service
The Customer:
Cooper Parry is a fast-growing UK accountancy, tax and advisory firm, supporting ambitious businesses and their leaders across a wide range of specialist services.
Cooper Parry needed to replace a legacy IT service management system with a Salesforce-based solution that could improve how internal support tickets were created, routed and managed.
Location: UK
Employees: 1000+
Industry: Professional Services
Solution: Agentforce IT Services
Go Live: June 2026
Challenges:
Cooper Parry’s IT service management process relied on too much back and forth between analysts and end users. This created challenges around ticket clarity, resolution time and visibility of issues.
Too many touchpoints between analysts and end users
Time lost manually reviewing and clarifying ticket details
Ticket requests included irrelevant information
Knowledge gaps were difficult to identify
Recurring issues were hard to link back to their source
Solution:
Agentforce IT Service
Implemented Agentforce IT Service to support ITSM processes within Salesforce, helping Cooper Parry move away from its legacy system.
Automated ticket creation
Enabled IT support tickets to be created automatically via email, removing the unstructured intake problem and giving analysts a clearer starting point.
AI-powered ticket summaries
Used AI to summarise ticket details and strip out irrelevant information, cutting the manual review time significantly.
Automated ticket classification
Assigned key ticket attributes directly from the AI summary, standardising classification and keeping analysts aligned to SLA guidelines.
The Impact:
Cooper Parry now runs a Salesforce-based ITSM solution replacing manual, inconsistent ticket handling with a structured, AI-supported process. Automated ticket creation removes unstructured intake, AI summaries speed up analyst review, and consistent classification keeps SLA alignment stable across the team. Together, these changes deliver clearer visibility, smarter triage and faster resolution for Cooper Parry’s IT support operation.
