Case Study: Renegade Technologies uses Unthread to Deflect 70% of IT Tickets

Learn how a industry leading MSP uses Unthread to automate IT with AI Agents across all of their clients and delivering measurable results.

About Renegade: A Media-focused MSP

Renegade is a next-generation IT Managed Service Provider (MSP) that challenges the status quo and enables businesses to innovate, improve, and excel digitally. With a team of engineers who each have more than ten years of experience supporting Media & Entertainment creative workflows, Renegade specializes in Apple Mac environments and elevates production IT to the next level.

A lot of the other tools in the space felt immature. Unthread has worked great for us and really helped reduce the manual task burden on the team. It makes things auditable, clean, and less chaotic.

Why Renegade Picked Unthread

Renegade’s Lead IT Consultant evaluated multiple ITSM platforms, but most alternatives felt either underdeveloped or unnecessarily complex.

Unthread stood out based on several key decision criteria:

• Slack-native, not Slack-bolted-on
• AI accuracy across technical and creative requests
• AI's ability to fully learn internal policies and procedures
• Human-in-the-loop escalation for edge cases
• Fast time to value with minimal implementation overhead

Unthread allowed Renegade to deploy automation quickly while maintaining service quality and control.

Top use cases for Renegade:

• AI-native Intake for Ticket Deflection
• Approval workflows: License upgrades and access changes with structured approval policies and full audit trails.
• Incident Management: Escalates critical issues to the right engineer with complete context preserved.
• Access Management: Automates Okta group changes and permission updates without manual intervention.
• Asset Management: Tracks and services hardware and software assets through a single system of record.
• AI Generated Knowledge Base Articles: Surfaces documentation gaps and creates articles directly from resolved tickets.

Game-Changing Result

Within four weeks, Renegade deflected 70% of employee questions across multiple business units.

In addition to deflection, Renegade experienced:

• Reduction in MTTR for escalated tickets
• Instant resolution for most access and licensing requests
• A shift from reactive firefighting to proactive service delivery

Requests that previously took hours or days to resolve were now handled in minutes or automatically, dramatically improving both employee experience and consultant efficiency.

The Challenge Before Unthread

Renegade’s clients are fast-growing organizations that depend on a lean IT team. As ticket volume increased, consultants were pulled into constant reactive mode—handling hundreds of repetitive requests per day, including license upgrades, Okta group changes, password resets, and routine access requests.

The issue was not a lack of documentation—it was access to the right information, at the right time, in the right context.

Existing Slack bots provided limited deflection, but failed to scale due to poor accuracy, rigid rules, and lack of contextual understanding. Without a modern ITSM, Renegade faced the risk of scaling headcount linearly with ticket volume; putting pressure on margins, SLAs, and team burnout.

Renegade needed a platform that could resolve requests directly in Slack, intelligently escalate edge cases, and continuously improve over time.

Executive Summary

Before adopting Unthread, Renegade relied on separate legacy tools to manage IT service requests, none of which delivered the flexibility, scalability, or conversation-native experience their clients required.

Within four weeks of implementing Unthread, Renegade achieved:

• 70% ticket deflection across multiple business units
• Significant reduction in mean time to resolution (MTTR) for escalated requests
• 10+ hours per week saved per consultant through automated intake and resolution
• Centralized, auditable workflows for access, assets, incidents, and approvals
• Slack-native self-service with intelligent human-in-the-loop escalation

Unthread enabled Renegade to move from reactive support to proactive, scalable service delivery—without increasing headcount.

What’s Next

Renegade is continuing to expand its use of Unthread, with a focus on accelerating Asset, Access, Change, and Incident Management, while further optimizing agentic workflows.

The team is also leveraging Unthread’s ability to identify knowledge gaps and automatically generate documentation.

One of the things I’m really excited about is the new Knowledge Gap feature the team pushed. Documentation is a big pain point for all of our clients. Being able to create new articles from closed tickets makes it very convenient for us in reaching a ticket-zero state.

Tactically, Renegade aims to deflect 80% of service management tickets and scale self-service workflows across every business function.

Unthread was the clear choice in our journey to a self-service ITSM. Can't Recommend them enough.