Level-1 that doesn't burn a senior engineer
Reset the password, open the ticket, check the status page — and only wake a specialist when the incident actually needs one.
Call in progress…
Where it services calls usually go wrong
The same handful of problems show up in almost every call queue, long before an agent ever gets involved.
Seniors are answering password calls
Most inbound volume is Level-1. Every one of those minutes is a senior who is not on the outage that actually pays the retainer.
Customers expect 24/7, retainers do not
Staffing a night desk for a handful of real incidents is expensive. Not staffing it is how SLA credits start.
Tickets open late and with the wrong priority
A voicemail transcribed at 09:00 is not an incident that started at 09:00 — and P1s get lost behind printer queues.
Where the agent takes work off your plate
Built around the calls it services teams actually handle every day — not a generic script.
Level-1 containment
Password resets, VPN checks and 'is it down for everyone' get handled on the call, with a ticket only when something remains open.
Incident intake and priority
Impact, number of users and workaround are captured up front so the ticket lands in the right queue at the right severity.
Status and known issues
If you already posted a status, the agent can say so — instead of opening a duplicate P2 for a known outage.
Onboarding and training slots
New-customer setup calls and training appointments book against the connected calendar, not a shared mailbox.
Maintenance reminders
Outbound calls ahead of patch windows so customers actually hear about the Saturday restart.
After-hours helpdesk
Nights get a real first response. True P1s transfer to on-call; everything else is a ticket waiting in the morning queue.
Built to keep up with it services call volume
A few generic numbers that describe how the agent behaves on every single call.
Level-1 inquiries contained without a specialist
Helpdesk first response without a night-shift roster
Faster ticket open-to-queue time
The building blocks behind this workflow
The parts of the platform it services teams lean on most for this workflow.
Questions about IT Services
If your identity provider or PSA is connected via webhook, yes. Otherwise it captures the request and opens the ticket with the right category already set.
See it work for IT Services
Spin up an agent for this exact workflow, give it a task, and call it yourself in the next few minutes.
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