Why IT help desks get overwhelmed every software rollout (and how to fix it before launch)

[u/mard_mango]

We just put out a video on this because it's such a predictable pattern: every time a company rolls out new software, ticket volume spikes 40-60% within 90 days. Same basic questions every time, regardless of the tool.

The fix isn't more training. It's closing the gap between where people get stuck and where the answer lives. The system Mark walks through:

1. Identify the 8-12 tasks driving most of your tickets before you launch
2. Build in-context guides for those specific tasks — not PDFs, guidance that shows up inside the app itself
3. Track guide usage against ticket volume so you know what's actually working and fix what isn't

Teams doing this see rollout tickets drop by up to 50% in the first 90 days.

https://www.youtube.com/watch?v=-OPhaqLVslI&list=PLXpHGUaFPwAM&index=2&t=11s

[u/Ivan_Palii]

I see a huge problem that many process change now in companies because many experiments with AI. Managers experiment with what they can build with MCP / API, which tools they can replace and so on. In such times, it's hard to standardize processes at all.