Most IT and security teams spend a huge amount of time on repetitive tasks: analyzing alerts, classifying incidents, blocking suspicious domains, investigating files, responding to phishing attempts, and coordinating actions across teams. The main issue is not only the number of tickets, but the lack of time to focus on what truly matters.
Automation has become an essential ally to reduce operational workload, improve incident response, and prevent burnout in IT and SOC analysts. And among the leading solutions in the market, Heimdal SOAR/XDR stands out for its ability to automate end-to-end workflows, unify visibility, and eliminate operational noise.
This article explores how companies can reduce up to 80% of their security tickets using intelligent automation with Heimdal SOAR/XDR, what processes can be automated, and the real-world benefits for IT operations.
The Current Problem: Too Many Tickets, Not Enough Time
IT teams often manage hundreds of daily alerts. Even when most are not critical, they still require time to review, classify, confirm, respond, document, and close. Industry data shows that 60% to 80% of security tickets are repetitive or low-level, such as:
- Malware already blocked
- Requests to block suspicious URLs/domains
- Repeated authentication errors
- Detection of unauthorized software
- Investigating potentially compromised devices
- Duplicate alerts from multiple tools
This volume slows operations and increases the risk of missing a true threat. This is where SOAR (Security Orchestration, Automation and Response) and XDR (Extended Detection & Response) become crucial.
What Heimdal SOAR/XDR Actually Does
Heimdal SOAR/XDR unifies all Heimdal security layers in a single dashboard: endpoint, email, DNS, vulnerabilities, privileges, Ransomware Encryption Protection, and more. But its true power lies in automation.
The platform allows you to create automated flows that:
- Correlate alerts across modules
- Remove duplicates
- Classify incidents automatically
- Trigger responses with zero human action
- Respond to threats within seconds
- Notify analysts only when needed
The result: fewer tickets, less noise, more productivity.
How Companies Achieve Up to 80% Reduction
1. Removing redundant alerts
Heimdal correlates and groups events, reducing what used to be 15 alerts down to one actionable incident.
2. Automating responses to known threats
If an endpoint downloads malware, Heimdal can:
- Isolate the device
- Delete the file
- Block the hash across all endpoints
- Log the actions
- Notify the analyst only if needed
No tickets. No manual work.
3. Creating custom playbooks
Playbooks allow you to automate nearly any workflow:
- Automatically block phishing domains
- Revoke privileges upon anomalous behavior
- Force updates for vulnerable software
- Remove unauthorized applications
- Pass enriched data to your SIEM
This eliminates manual tasks that generate excessive ticket volume.
4. Integrating multiple tools into one automated flow
Heimdal integrates with AD, SIEM, ticketing systems, and third-party security platforms, allowing external alerts to be automatically handled with zero increase in ticket count.
5. Advanced detection without manual rules
Heimdal’s XDR engine uses behavioral analytics to detect threats, reducing false positives and unnecessary tickets.
6. Faster resolution times
An incident that used to take 30 minutes can now be handled in seconds.
Common Use Case: Phishing and Email-Borne Malware
In environments where email is the main attack vector:
- A user receives a malicious email
- Email Security + DNS Security + EDR take action
- Malicious links are automatically blocked
- Infected attachments are removed
- Recurrent patterns are blocked enterprise-wide
This often means zero tickets generated, unless human review is genuinely required.
Key Benefits for IT Teams
- More time for strategic work
- Fewer human errors
- Faster incident response
- Lower operational costs
- Unified visibility in a single pane of glass
How to Get Started with Heimdal SOAR/XDR
- Identify repetitive ticket categories
- Map current processes
- Build the first automation playbooks
- Integrate Heimdal with AD, SIEM, and ticketing
- Measure results and optimize
Organizations typically achieve 60–80% ticket reduction within weeks.
Heimdal + Aufiero Informática
If your company wants to automate processes and drastically reduce its security workload, Aufiero Informática is an official Heimdal reseller and can help you evaluate, deploy and optimize the solution.
