For IT service desks
Give your team its hours back.
HourBack shows where your analysts' time really goes: password resets, access requests, ticket triage, status updates, and copying the same details between the ticketing system and the admin consoles. Then it shows which agents and automations will give those hours back.
- User details removed on the computer
- No screenshots
Service desk · example
hours / week
- Password resets and account unlocks16
- Software and access requests14
- Triaging and routing new tickets12
- Status updates to requesters9
An illustration, not a benchmark. Your pilot measures your own team.
The swivel chair, measured
HourBack sees every time a detail is carried from a ticket into an admin console, and whether it was pasted or retyped.
Example finding
Approved requests are fulfilled by hand, one by one
The group and license added for each catalog item, how often the approval isn't there yet, and which requests an agent can fulfil after one click from an analyst.
Example finding
Resets follow the same steps every time
Verify the caller, unlock, reset, write the note, close the ticket: the case for self-service with identity checks, and what still needs a person.
Example finding
Tickets bounce between groups
How often a ticket is reassigned after triage, which categories go to the wrong team, and the rules the team actually uses to route them.
Works with the systems you already use.
HourBack runs on each analyst's computer and sees the screens they work in, so there's nothing to integrate. Recommendations favor tools you already pay for, like Copilot Studio and Power Automate, before anything new.
- ServiceNow
- Jira Service Management
- Freshservice
- Zendesk
- Microsoft Entra ID
- Active Directory
- Okta
- Intune
- Microsoft 365 admin center
- Confluence
- Remote support tools
- Outlook
Your users' data
Built for teams that handle credentials all day.
- Names, emails, phone numbers, employee IDs and ticket numbers are removed on the computer before anything is saved.
- Nothing from password fields is ever kept, and no keystrokes, screenshots or clipboard contents.
- Values moved between systems are matched by one-way codes, never stored.
- Results need at least five people taking part; tasks fewer than five people do are pooled together. How HourBack handles data
Start with your service desk. Four weeks.
Three weeks of observing, a 15-minute questionnaire for the team, and a readout: where the hours go, which agents to build first, and training guides your new analysts can use on day one.