IT just got smarter
New Ticket Arrival
When a new ticket arrives, for great customer experience, most companies have people dedicated to checking the queue, assigning to technicians and ensuring that first contact is made.
Talos makes that task easier, pushing it through to Microsoft Teams. Allow your team to assign directly from Teams. When your team is getting close to breaching SLAs, it also “encourages” them, to ensure you maintain the best possible service.
New Ticket Idle Notification
Whenever a ticket has been idle for too long and there’s been no initial response to the end user with half your SLA requirement, Talos will @mention the assigned resource in Teams so that it appears in both the channel and that resource’s Teams activity feed. You’ve just been pinged by Talos to get onto it!
When a customer responds to your ticket. Talos immediately notifies the technician assigned to the ticket, via Microsoft Teams, when a customer replies. Not only that, but it also predicts what they’ve responded with! The technician is presented with common responses and actions that can be performed straight from Teams. And when you’re ready, you can let Talos take the appropriate next steps on its own. Minimal disruption, less application switching, and Better service.
Automate your daily tasks with Talos reactive commands .
Your team will create quick actions just using Teams with our Talos bot that will be pushing information directly into Autotask. No need to open thousands of windows anymore.
Get quick access to commands as:
Make your helpdesk smarter. AI driven customer service and support requests solved with machine learning
Need an extra 15 minutes to finish the current request before you can jump on that next item? Let Talos know and it will update the end user and make sure it’s okay.
Has a ticket been open without a response for too long? Talos will bump that engineer to see if everything is OK. Maybe they need an extra 15 minutes ?
Automating receipt of requests, responses to clients and informing staff in real time about what is happening.
Is that resolution far too long and slightly nonsensical? Talos will simplify the wording, confirm it with the engineer who typed the original note and update the ticket/invoice and customer response.