The ticket triage problem
Ticket triage is not the solution to tech problems, it is the problem. You have invested in IT documentation tools like IT Glue and IT Boost, but you still don’t have a solution to seamlessly access IT triage documentation at critical client touch points, such as during client phone calls into your help desk. Your non-technical team members that answer your help desk calls need years of training to properly triage IT issues. Triafy has been built to guide your help desk agents through issue-triage steps, collecting the necessary information for techs to quickly and seamlessly resolve problems.
Meet Andy, your dispatch assistant
With so many technology scenarios facing MSP help desk teams today, even highly experienced dispatchers can struggle to ask the right questions in the right succession to obtain the information necessary for a tech to begin resolving an issue.
Enter: Andy. Our natural language AI chatbot empowers dispatchers with triage documentation, ensuring they’re asking the right questions to consistently capture necessary service ticket information every time. Why is this important? When techs don’t have the right information upfront, they then have to reach out to the client, incurring delays in issue resolution and driving up your average ticket age. Andy helps to supercharge a dispatcher’s ability to quickly capture the information needed to achieve ticket resolution and reduce time wasted chasing clients down for the information you need. Make your scheduled call with clients a resolution call every time.
No tech experience required
If you can type and talk, our chatbot will do the rest. Your non-technical team members will now have the ability to capture the information necessary to allow techs to begin resolving client issues instead of wasting time calling clients back. Imagine service tickets having all the necessary triage information collected to ensure your techs are one click away from the information they need to quickly resolve client issues.
Check out our 6 minute recorded demo
Operational Efficiency
TECH TEAM EFFICIENCY
The MSP business model requires you to constantly improve operational efficiency, your profitability is dependent upon it. Triafy will reduce the time your techs spend on ticket triage so they can focus on ticket crushing efficiency.
TECH JOB SATISFACTION
Your techs want to work on technology issues, not spending their day asking basic triage questions. Free them to work on ticket resolution and not repeating the same set of triage questions daily.
KILL TICKET TAG MADNESS
How many phone calls or ticket emails does it take to triage an issue? It is a relentless time suck and delays resolution every minute of the day. Give your team the solution they need to be one step away from issue resolution and achieving SLA rockstar status.