Digital coworker · MSPs & IT services
Service technician’s assistant
Picks up where triage leaves off. It investigates each ticket with device and history evidence, briefs the technician on what’s known and what to test next, and refuses to call anything resolved until the outcome is verified.
Where the time goes today.
After triage, technicians still spend the first 20 minutes of every ticket gathering context: device health, recent changes, similar past tickets.
Tickets get closed because an alert cleared, not because the user confirmed the fix.
How the coworker works.
- 01
Establish the work
Confirms the customer, user, site, and device, matching PSA and RMM records on stable identifiers rather than hostname alone.
- 02
Investigate
Reads device health, monitoring history, and similar tickets, then picks the smallest test that would separate the likely causes.
- 03
Brief the technician
Writes a private note covering findings, tests, unknowns, and one next action with an owner.
- 04
Authorized changes only
For any approved change: re-read, dry run, submit once, read back.
- 05
Verify resolution
Requires five conditions to call a ticket resolved: current state verified, user outcome confirmed, conflicts resolved, cleanup done, and the record accurate.
Where people stay in charge.
Waits for a person
- Any remediation, script, or restart
- Public notes and customer email
- Closing tickets
What we measure
- Time from pickup to first meaningful action
- Reopened-ticket rate
- Tickets closed with verified outcomes
Typical systems
- HaloPSA
- N-able N-central
- IT Glue
- Microsoft Teams
Next step
Want this coworker on your team?
We’ll map your version of the job, size the return, and build it with approvals on from day one.