If you run a managed service desk, you already know the story. Your team is talented, but much of their day is eaten up by simple, repetitive requests. Password resets, VPN access, software installations, and other issues keep piling up while your engineers barely get to the complex work that actually moves the needle for your clients.
But the fact is most of these “everyday tickets” don’t need an engineer at all. With self-service automation, MSPs can move a big chunk of Level 1 requests to Tier 0, meaning end-users resolve them instantly, without waiting in line. Consequently, you get happier clients, experience leaner operations, and face fewer SLA headaches.
The Most Common Tickets MSPs Can Automate Today
Here are 20 of the most common requests MSPs deal with and why they are perfect candidates for self-service.
1. Account Unlock
One of the most common frustrations for end-users is getting locked out of their accounts. Forgotten passwords or multiple failed login attempts often lead to downtime and urgent tickets. Automation solves this by providing a secure self-service portal where users can reset their passwords or unlock accounts instantly after verifying their identity. This eliminates waiting for IT intervention and gets employees back to work quickly.
2. Remote Access Setup
Remote and hybrid workers frequently run into trouble configuring VPN clients or remote access tools. Incorrect settings or missing certificates often create delays. With automation, users can trigger pre-built workflows that install, configure, and validate VPN access without requiring back-and-forth emails with IT. This ensures remote employees are up and running securely in minutes.
3. Email Not Syncing
Email that won’t refresh or sync is a major productivity killer. Users often escalate tickets when Outlook or Gmail fails to update. Automated workflows can run connectivity checks, repair corrupted files, and reset account sync settings. Instead of waiting for manual troubleshooting, the issue is resolved at the click of a button.
4. Printer Not Working
Printers are notorious for generating repetitive IT tickets, whether due to offline status, missing drivers, or paper jams. Automation can guide users through step-by-step troubleshooting, automatically reinstall drivers, or reconnect printers to the network. By resolving these predictable issues with self-service, engineers no longer waste time on routine printer fixes.
5. Slow Laptop/ Performance Issues
Employees often experience slow systems caused by cluttered caches, unnecessary background processes, or low storage. This typically leads to tickets that bog down IT support. Automated optimization workflows can clean temporary files, free up memory, and disable startup bloatware. The device is restored to normal speed without an agent lifting a finger.
6. Can’t Connect to Wi-Fi/ Internet
Connectivity problems, from weak signals to misconfigured network adapters, are frequent user complaints. Rather than requiring an engineer to repeat standard diagnostic steps, automation can perform the same checks instantly. Scripts can reset the adapter, flush DNS, and reconnect the device, restoring internet access with no downtime.
7. Software Installation Requests
Users often request pre-approved tools like browsers, Teams, or collaboration apps. Manually processing each request clogs service desks. A self-service software catalog allows employees to install approved applications automatically. This maintains compliance while giving users the flexibility to access the tools they need on demand.
8. System Updates/ Patch Requests
Devices falling behind on patches create both security and compliance risks. End-users sometimes delay updates out of confusion or forgetfulness. Automation enables self-service update triggers, allowing employees to patch their systems immediately. This keeps endpoints secure while relieving IT from chasing users about compliance.
10. Application Crashing
Applications like Excel, Word, or line-of-business tools frequently crash or freeze. Users often don’t know simple fixes, so they escalate quickly. Automated workflows can force-close the app, clear temporary files, and relaunch it. If needed, the workflow can guide users through repairing the application, restoring functionality without IT involvement.
11. Browser Issues
Browsers are prone to issues like broken extensions, corrupted cache, or login failures. Users usually log tickets when sites won’t load properly. Automation can walk them through clearing the cache, resetting the browser, or disabling problematic add-ons. These self-service steps resolve most issues in minutes.
12. Two-Factor Authentication/ MFA Setup
Setting up or resetting multi-factor authentication can confuse end-users, especially if they switch devices or lose tokens. Tickets for MFA assistance can overwhelm IT. Self-service automation provides guided enrollment and reset flows that allow users to reconfigure authentication independently, ensuring both security and user convenience.
13. Basic Network Troubleshooting
Network tickets often stem from minor issues like adapter errors or DNS conflicts. Typically, IT runs diagnostic commands to resolve them. Automation replicates those steps, such as ping tests, adapter resets, and IP renewals, as a self-service workflow. Users restore connectivity quickly, reducing downtime and IT workload.
14. New Device Setup
Onboarding new devices for employees is traditionally time-consuming. IT must configure accounts, install applications, and apply security policies. Automation transforms this into a self-service workflow where scripts automatically configure email, set up applications, and enforce compliance. A new laptop or phone is ready for use in minutes.
15. Ticket Status Check
End-users frequently open tickets just to ask, “What’s happening with my request?” This clogs up the queue unnecessarily. Automation enables self-service dashboards that display real-time ticket updates. Users get transparency instantly, while IT teams avoid duplicate inquiries.
16. Simple How-Tos
Common questions like “How do I set an out-of-office reply?” or “How do I update my signature?” can easily overwhelm support staff. Automation addresses this by offering a searchable knowledge base within the self-service portal. Users get quick answers without waiting for IT, saving both sides valuable time.
17. Outlook Calendar/ Meeting Issues
Calendar sync problems, missing invites, or incorrect permissions often frustrate employees. Instead of raising tickets, users can trigger automated workflows that reset calendar sync, fix time zone settings, or adjust sharing permissions. This eliminates recurring scheduling headaches.
18. Disk Space/ Storage Full
Running out of disk space slows devices and halts productivity. Typically, IT must guide users through cleanups. Automation steps in with workflows that identify large files, clear unnecessary caches, and even migrate data to cloud storage. Users recover space instantly without raising a ticket.
19. File Recovery/ Restore
Accidentally deleting a critical file is a common panic moment. Traditionally, this would trigger an urgent ticket to IT. With self-service integration into backup or cloud storage systems, users can restore files themselves in just a few clicks. Productivity is maintained without IT involvement.
20. Password Policy Questions
Employees often ask about password rules, like minimum length, expiry dates, or special character requirements. These simple questions don’t need an engineer. Automation can provide immediate policy details through a conversational AI Assistant or knowledge base, giving users clarity without adding to ticket volume.
Wrapping Up
Everyday IT requests may look minor when viewed individually, but they create a constant drain on engineering resources and slow down end-user productivity. With self-service automation, MSPs resolve these issues instantly, protect SLAs, and give clients the confidence that support will always be fast and reliable. It’s not just about saving time; it’s about redefining service delivery.