All use cases
Helpdesk
40% of your tickets shouldn't exist
Already documented issues, recurring incidents, misrouted tickets, unreported irritants. The Helpdesk absorbs a volume of tickets much of which could be avoided.
-20 to -40%
ticket volume
15-25 EUR
avg cost per ticket
10-20%
recurring tickets
5-15 min
saved/user/week
1
Users call about problems that are already documented
Your Helpdesk handles 3,000 tickets/month. A significant share concerns issues already resolved and documented in the knowledge base. But users do not consult it — or cannot find it.
At 15-25 EUR per ticket, every "already known" ticket is money down the drain. L1 agents repeat the same answers. The knowledge base exists but helps no one.
When a user hits a problem, an AI search in the knowledge base suggests the solution suited to their context, right on their workstation. They apply it in one click. The ticket is never created.
2
The same issues come back every week
Corrupt DNS, full cache, stuck service, expired certificate. Support fixes manually each time. The same problem generates 50 to 200 tickets per month.
Support time wasted on repetitive fixes. Frustration on both agents and users. A sense that "nothing ever improves".
Recurring issues are detected and fixed automatically, silently, before the user even notices. The ticket no longer exists.
3
Half the tickets are not for the Helpdesk
A user has an issue with their business application. They call the Helpdesk. The L1 agent does not know the app, does not understand the problem, routes to the wrong group. The ticket bounces three times.
L1 time wasted on out-of-scope tickets. Unnecessary escalations. Resolution time that explodes. A user waiting for days.
The application and symptom type are detected automatically. The ticket is routed to the right team from the start, without going through L1 when it is not needed.
4
Users suffer in silence
Slowness, micro-outages, excessive load times. The user adapts, works around, waits. They do not open a ticket because "that is just how it is" or "there is no point".
Invisible issues hurting hundreds of users' productivity with no one knowing. No ticket = no visibility = no action.
Pain points are detected automatically through continuous measurement, without relying on user reports. Issues affecting the most users surface first.
Passez à l'action
Reduce your tickets by 20 to 40%
30 minutes to understand, a pilot to measure.