See how agents work a ticket
Twelve steps through the workspace, on a loop: a VPN fault lands from a shared mailbox and ends as customer knowledge the desk can reuse. Hover to pause, or step through with the chapter markers and arrow keys.
IntakeTriage operations
The desk at a glance — SLA risk, unassigned work, learning mode
Intake
Understand
Decide
Act
Learn
Triage operations
Live desk health across every customer
Open SLA tickets
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SLA at risk
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Awaiting assignment
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Needs attention
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Awaiting assignment
- HD-1842VPN drops at Docklands38m
- HD-1838Backup job failed overnight2h 10m
- HD-1835New starter account request5h
What the walkthrough shows
Intake
- Desk-wide view of SLA risk, unassigned work and automation mode
- Mailbox and monitoring tickets land with SLA policies applied
Understand
- Similar tickets, site SOPs, curated memory and prior corrections retrieved per customer
- Category, complexity, tags and confidence — every field correctable
- Recurring issues surfaced with their history instead of being reopened blind
Decide
- SLA time, engineer capacity and skill fit scored, then assigned with a buddy when it repeats
Act
- An assistant that investigates against real sources, not a generic chatbot
- Replies arrive prefilled; SLA pauses when the ball is with the customer
Learn
- Resolutions become reusable customer knowledge and supersede stale notes
- Predictions are scored against agent decisions before automation is switched on