Printers, lockouts and Outlook problems logged as tickets
Monday at 8:15 the help desk line fills with printers and passwords. Every caller is answered, every ticket says exactly what's wrong, and your techs work the queue instead of the voicemail box.
A client user calls the help desk with a problem.
Identifies the user, asks your triage questions, sets priority, opens the ticket.
A ticket under the right client and user, with the error and priority set.
How it works
- Knows who's calling
Client by number, user by name, and whether they're covered under the agreement.
- Gets the specifics
What they were doing, the exact error, which device, whether anyone else has the same problem, and what changed.
- Takes a photo of the error
Asks the caller to text a picture of the screen, and attaches it to the ticket.
- Sets the priority
One user with a printer is normal. A user blocked from a deadline, or several users with the same problem, goes higher by your rules.
- Opens the ticket
Under the right client and user, with the caller's words, so no tech calls back to ask the same questions.
- Answers ticket status
Users calling about an open ticket hear its status and the last note, and anything new is added.
Example call
- CustomerHi, it's Ben at Larch Street Law. Outlook keeps asking for my password and won't take it.
- AI agentThat's annoying. Is it only Outlook, or Teams and the browser too?
- CustomerJust Outlook on my desktop. My phone is fine.
- AI agentThanks, that helps. Anyone else in the office having the same problem?
- CustomerNot that I know of.
- AI agentOkay. Can you text a photo of the message to this number? I've opened a ticket with all of this, and Priya will remote in within the hour.
After the call: A ticket opens under Larch Street Law for Ben: "Outlook desktop password loop, phone mail works, only him", with a photo of the prompt attached. Priya remotes in 30 minutes later and clears the stored credential.
What your team gets
- Tickets under the right client, user and device
- Error photos attached by text
- Priority set from your rules, not a guess
- Ticket status answered from the ticket itself
- Monday mornings without a voicemail backlog
Questions
Will it try to fix the problem?
Only the simple checks you approve, like whether it's one user or everyone. Fixes come from your techs.
Can it reset a password?
It sends the self-service reset link your clients use, if you have one, and logs a ticket for anything else.
What if the user isn't covered?
It checks the agreement, opens the ticket with a note, and follows your rules for billable work.
Can callers check on a ticket?
Yes. They hear the status and the tech's last note, and can add new details.
Hear it on your phone
Request a demo call and the agent phones you, set up for IT support like yours.