The Challenge
leboncoin is France's largest e-commerce site, with over 30 million unique visitors per month and around 1,400 employees. Serving them internally is a 10-person IT team: 6 infrastructure and systems engineers, and 4 helpdesk specialists who live in their service desk all day.
In 2025, leboncoin launched a multi-year roadmap to modernize its internal tools, building its stack around Slack, Google Workspace, Okta and HiBob. The HRIS move from Workday to HiBob set the pace: HiBob has no built-in ticketing, so HR needed a new way to handle employee requests before the switch. It was the right moment to rethink internal support as a whole.
The existing service desk, Assyst, was a portal-based tool built around forms. Every request meant filling in up to 15 fields, everything was entered by hand, some requests never became tickets, and nothing connected to Slack or the rest of the stack. For an IT team that wanted visibility on its backlog and its response times, the tool no longer matched the way leboncoin worked.
"Before, everything had to be entered by hand, by users or by the support team. Some requests never became tickets, and we lost a lot of information along the way. Today with Siit, manual ticket creation is down to two or three a month."
Damien Kirsching, IT Manager, leboncoin
Why Siit
The requirements were clear: a service desk the internal IT team could own and evolve. Slack-native, because that is where employees already work. AI built into the product, not bolted on. And an implementation the team could run itself, timed to the HiBob cutover.
Siit stood out on two fronts. The AI-first architecture, which the team saw as the way to absorb a growing request volume without growing headcount. And the simplicity: building the service desk, the catalog, and the workflows proved disconcertingly easy, backed by close support from a French vendor. For a team building a modern, connected stack, that autonomy was the point.
The contract was signed in July 2025. HR went live in November, timed to the HiBob switch. IT followed in mid-January. The entire rollout was run in-house by leboncoin's IT and Business Apps teams, no consultants involved.
"The ease of use, the modern UX, the AI behind it, the ease of implementation, the support. Where we saw Siit was the right product was in how easy it was to prepare and implement. The CIO's IT and Business Apps teams ran the whole rollout."
Damien Kirsching, IT Manager, leboncoin
What Changed
Starting with HR, teams with no ticketing background, was the project's real challenge. It became its accelerator: by the time IT switched over in January with a much higher ticket flow, employees already knew the tool, and adoption was instant. The conversational Slack experience, managing and following tickets without leaving the messenger, won over the skeptics. Today HR, IT, legal, and workplace teams handle 1,000 to 1,200 tickets per month through Siit.
For the IT team, the operational shift is in the intake. Siit's AI categorizes requests, provides first answers, and creates the ticket itself when it cannot resolve one. Support agents no longer triage a queue; they manage a clean backlog. First response now averages under an hour and resolution 1.5 to 2 hours on daily tickets, metrics the team can track and report on. Employees noticed too: satisfaction with IT support has averaged 98% over the past six months.
The most unexpected win is the employee lifecycle automation built between HiBob, Okta, and Siit. Support now gets notified 15 days before every arrival and departure, where it previously relied on manual notifications. With around 15 new joiners every Monday, getting them equipped went from 3 to 4 hours to under an hour for the whole group, roughly 80 to 100 hours saved per year. Headcount stayed flat, and the time won goes where it matters: face time with employees.
"With Siit, the AI brings the first answers, and if it cannot find one, it generates the ticket automatically. The IT support team only has to manage its backlog. Siit has helped us simplify internal request management, automate repetitive tasks and free our teams to focus on supporting employees."
Damien Kirsching, IT Manager, leboncoin
leboncoin's story is not a tool swap. It is a 10-person IT team turning an HRIS change into an opportunity to modernize internal support for 1,400 employees, with end-to-end automation as the next chapter.
