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IT / Tech
Internal IT support and ticket triage
Business problem
Tickets arrive from multiple channels; triage is manual and knowledge is scattered across wikis and past tickets.
Impact when solved
Faster first response and resolution; fewer escalations and a single source of truth for solutions.
Solution (3–6 steps)
- Unify intake (portal, email, chat) into a single prioritized queue.
- Classify and route using rules + AI; suggest solutions from a curated knowledge base.
- Escalate complex cases with full context; close the loop with CRM and asset updates.
- Log every step for SLA reporting and continuous improvement.
Control points
- •Access control by sensitivity level
- •Mandatory human validation for privileged actions
- •Immutable log of actions and decisions
Success indicators
- •First response time
- •Resolution rate at L1
- •SLA compliance and escalation rate
See a guided demo
We show you the full journey and how to adapt it to your internal rules.