An IT helpdesk helper for a German automotive group
A German automotive group's IT helpdesk gets ticket notes and a suggested fix for the technician.
- Sector
- An automotive group
- Country
- Germany
- Status
- Live
The problem
Technicians opened each new ticket and searched the internal guides themselves to find the known fix.
What we built
An IT helpdesk helper that writes the ticket notes and suggests the fix for the technician.
How it works
- A staff member raises an IT ticket.
- The agent reads it and searches the approved IT guides.
- It posts an internal note with the likely fix. A weak match gets a standard note instead of a guess.
- The technician sees the note on the ticket and decides what to do.
Where a person checks
The note is internal. The person who raised the ticket never sees it, and the technician decides.
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Next step
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- Kickoff to live
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- Code and data
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