# How EQUINIX uses Moveworks

**82%**: “E-Bot now routes 82% of Equinix tickets”

As published on [moveworks.com](https://www.moveworks.com/us/en/customers/equinix-disappears-it-queue-with-moveworks-triage-ticketing-system). Captured by usedby on 2026-10-08.

- Company: [EQUINIX](https://www.usedby.ai/companies/equinix.md)
- Tool: [Moveworks](https://www.usedby.ai/tools/moveworks.md)
- Industry: [IT Services & System Integration](https://www.usedby.ai/companies/industry/it-services-system-integration.md)
- Teams: IT
- Customer since (as the page says): In April 2019, Equinix launched Moveworks

## What the story says

Equinix uses Moveworks' AI assistant, called E-Bot, in Microsoft Teams to resolve employees' IT support issues directly. Its Triage Skill routes unresolved tickets to the correct assignment group so that service desk agents no longer have to read and route each one.

Summary written by usedby from the source page, in English. The figures are those of Moveworks and EQUINIX, not ours.

> Just ten months into Moveworks’ deployment, E-Bot is resolving thousands of IT tickets automatically, end to end, without agent intervention. While on average, L1 service desks take five hours to read and then route employees’ support issues, E-Bot automatically sends each issue to the correct assignment group within 30 seconds, making the queue disappear.

- **96%**: “We have a very high rate of employee satisfaction with IT — 96%”
- **30 seconds**: “E-Bot automatically sends each issue to the correct assignment group within 30 seconds”
- **four hours**: “Once a laborious task that took four hours out of the agents’ workday”

> My team in the Philippines doesn’t have to read through each ticket anymore, which is a big boost to productivity,
>
> Greg Ogle, Vice President of Global IT Infrastructure at Equinix

Source: [moveworks.com](https://www.moveworks.com/us/en/customers/equinix-disappears-it-queue-with-moveworks-triage-ticketing-system), captured 2026-10-08.

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 82% is printed word for word on the page, near the name of EQUINIX.
- Checked: the passage quoted above is copied word for word from the page, near the name of EQUINIX.
- Checked: EQUINIX uses Moveworks. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/equinix-moveworks · How we check: https://www.usedby.ai/methodology