Use case07 / 08
Software
The first level of a support line is the same twenty questions and one ticket per call. The agent answers the ones that have an answer, reproduces the rest well enough to be useful, and files the ticket with the version, the environment and the steps already in it.
A call, start to finish
On the line
- Agent: Support, good morning.
- Caller: Good morning. The export has been failing since we updated.
- Agent: Which version are you on, and is this the cloud or your own install?
- Caller: 4.2, on our own servers.
- Agent: Thank you, let me check. That matches a known issue with exports over 200 MB, fixed in 4.2.1.
- Caller: Can we have it today?
- Agent: You can. 4.2.1 is on the download page, and the upgrade steps are on their way to you.
What it does on the line
- Answers first level questions from your own documentation.
- Opens the ticket for the call it took, with version and environment filled in.
- Escalates on your rules, including out of hours.
- Recognises a known issue and says so, instead of opening a duplicate.
Start from your own line.
Tell us the sector and the workflow, and we will build the agent that carries it.
Request a demoHelpful context
- The workflow you want automated.
- The systems it would need to talk to.
- Where it runs today: AWS, on-premise, or both.
- Anything that cannot leave your own estate.
- Any deadline or compliance requirement you are working to.