Ticket triage
Logs what's broken and how many people it affects, so the right priority is set from the first call.
The AI receptionist that grew into the whole job.
Reception built for an IT support desk.
A caller whose whole office has lost email on the morning of a big pitch. An existing ticket that's gone quiet and the client wants an update. A new starter whose laptop hasn't turned up ready for their first day.
What it sounds like on the phone.
Our whole team can't get into email, this is a nightmare, we've got a client call in twenty minutes.
That sounds urgent; let me get a couple of details and log this as a P1 so first-line picks it up straight away.
I logged a ticket yesterday about my laptop, ticket 4471, any update?
Let me pull that up; can I confirm your name against the ticket, then I'll get the engineer handling it to call you back.
What we book.
The kinds of call a first-line intake usually turns out to be:
- First-line ticket triage (10 min)
- Remote fix session (30 min)
- On-site engineer visit (60 min)
- Scheduled system health check (45 min), usually every 3 months
What it actually does for this trade.
Priority flagging
Notices a full outage and escalates it as a P1 rather than joining the ordinary queue.
Ticket status handled
Takes status calls and routes them to the engineer already holding the ticket.
Duplicate avoidance
Checks for an existing ticket before opening a new one.
Frequently asked questions.
Will it try to fix my problem over the phone?
No, it logs the issue and its priority, then a first-line engineer takes it from there. The call is about getting the right person on it fast, not diagnosing it itself.
How does it decide something is urgent?
It asks how many people are affected and how badly, and anything that sounds like a full outage is flagged straight away rather than waiting in the ordinary queue.
Can it give me a fix time?
It can tell you the SLA target for the priority level logged, but the actual fix time depends on the engineer's diagnosis once they pick it up.
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See how an IT support reception line triages tickets and escalates outages, set up in a few minutes.
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