/ solutions / it / ticket deflection
The already-answered ticket never reaches a person
A support desk answers the same requests on a loop: the password reset, the VPN setup, the access how-to, the outage that matches one from last quarter. We put a support agent at the front of the channel, over the team's own runbooks and closed tickets, so the request that already has an answer gets resolved where it lands instead of queueing for a person to type the answer again.
Every already-answered request still costs a person's time
A support request costs the same whether it is novel or routine. Someone reads it, recognizes it, opens the runbook or remembers the fix, and types the answer back. The password reset, the shared-drive permission, the laptop that will not join the VPN: each one is known work, and each one waits in the same queue as the genuinely new problem.
The answer almost always exists already: in a runbook, in a ticket the desk closed last month, or in the head of whoever handled it last. What costs the team is a person routing to and retyping that answer, one request at a time.
The agent answers at the front of the channel, from the team's own history
We put a support agent where requests come in, over the team's own runbooks and its closed tickets. When a request matches something the desk has already solved, the agent answers in plain language, cites the runbook or the prior ticket behind the answer, and resolves it there, before it becomes a ticket a person works.
It learns from how the desk actually resolves things. Every closed ticket and every correction feeds back in, so the agent gets sharper on the questions the team keeps seeing instead of going stale the way a wiki does the month after it is written.
What reaches a person is the problem that is actually new
When a request is genuinely new, or needs a judgment call or a change to a live system, the agent hands it to the desk with what it already found attached, rather than guessing. Nothing gets closed on an answer no one checked.
The queue the team works becomes the problems worth a person's attention. The known ones stop reaching them, and the ones that do arrive with the history already pulled.
/ start
Start with the requests your desk answers most
Tell us where your runbooks and closed tickets live today and we scope the agent, or email hello@mcintoshsystems.com.