Claudio

Claudio works within the support ticket system (osTicket) as just another member of the team. As soon as an issue comes in—whether by email, form, or voicemail—he reads it, understands what it's about, and forwards it to the technician or department best suited to resolve it, ensuring nothing is left unattended.

She drafts responses, notifies people via Microsoft Teams when a case is delayed, and handles repetitive administrative tasks, so people can focus on solving, not triaging.

Outstanding Features

• Triage and automatic assignment of each ticket to the appropriate person, learning from the history of cases.
• Available 24/7 and conversational in Teams (Spanish and Catalan); you are taught new rules without touching settings.
• SLA monitoring: alerts the responsible technician if a case does not receive a timely response.
• It transcribes voicemails and converts them into already routed tickets.
• Generate work orders when closing tickets and archive invoices and reports in the correct folder.
• Human-in-the-loop: proposes drafts and asks for confirmation before responding to a customer.

Systems it works with

osTicket · Microsoft Teams · Microsoft 365 · GLIS-Delivery Notes · Microsoft Planner.