Close it on the first reply.
The device, its patch state and anything alerting on it are on the ticket before anyone asks, and the answer is drafted from what fixed it last time.
The first twenty minutes
Every ticket starts with the same four questions.
Every ticket starts with the same questions: whose laptop is it, what does it run, when was it last patched, was anything already alerting. The answers live in another tool and get copied across by hand, and by the afternoon the two disagree.
What changes
Start fixing the moment the ticket opens.
Answer without asking twice
The ticket already shows the device, where it is, its patch status and any alerts, and those details stay current by themselves. The first reply is about the fault, not about which laptop this is.
AI
Tickets arrive with the answer already drafted.
It sorts the ticket as it lands, looks up the laptop it is about, finds what fixed this last time, and writes the answer. Your team approves and sends.
Every ticket routed the moment it lands
Every ticket is put in a category and tagged on arrival, and one raised by a failing check carries its severity across as priority. Nobody triages a queue that is already in order.
The device details are already there
Given a hostname, a serial or an asset tag it reads the device and what it is doing, so the answer is about that laptop in that office rather than about laptops.
A reply and a fix, ready to approve
Drafted from your own resolved tickets and your own articles, with the restart or the password reset put forward where that is the next step. Your team approves and sends.
You decide where it runs
Switch it on for one team and not another, and turn it off in one move. The desk carries on without it, because it was never the thing answering.
What it costs
Priced per agent, and only for the people who answer.
Everybody who raises a ticket is free, however many of them there are, and monitors raise tickets without a seat.
Before you ask
The four things people ask first.
- How is this different from running a helpdesk and an RMM side by side?
- Nobody copies between two tools, and nobody works out by hand which machine a person has. One desk covers the conversation and the estate it is about, so the engineer stays in one place from the first reply to the fix.
- Can the people we support raise tickets themselves?
- Yes. They raise and follow their own requests in the portal, and the public side of the knowledge base is there for the ones they can settle for themselves.
- Can one desk cover several customers?
- Yes. Each customer has its own sites, devices and tickets, so a team supporting client sites and an internal desk work the same way, on one queue.
- Is the AI going to answer our customers?
- Not on its own. It sorts what arrives and writes the draft; an agent reads it and sends it. You choose which teams it runs for, and you can turn it off in one move.
Tell us what is eating your team’s week.
Name the tools you are running and how many people answer the queue, and we will tell you what changes, what it costs and how long it takes.