Streamlined Ticket Management with Daemonlayer

In the Managed Service Provider (MSP) industry, significant time is often lost in ticket triage. Daemonlayer automates the process by connecting to your support mailbox and PSA system, ensuring efficient handling of support requests. This guide outlines the steps involved in leveraging Daemonlayer for optimal ticket management.

Step 1

The current challenge in the MSP industry is the extensive time spent on ticket triage. When a new email arrives, a technician must read the entire email and review any attachments to understand the user's request.

Step 2

Once the technician confirms that the request is not a duplicate, they need to log a new ticket in the PSA system by filling out a comprehensive form with all the necessary details.

Step 3

Enter Daemonlayer, a solution designed to streamline this process.

Step 4

Daemonlayer integrates with your support mailbox and PSA system, operating seamlessly in the background.

Step 5

Upon receiving a new email, Daemonlayer automatically categorizes the message. Sales emails are redirected to the appropriate mailbox, spam is ignored, and support messages undergo full triage. Daemonlayer gathers ticket information, retrieves user data from Microsoft 365, analyzes attachments, and extracts any error messages from screenshots.

Step 6

Daemonlayer checks the PSA system to ensure the ticket is not a duplicate and searches for any related or relevant tickets in the system.

Step 7

After compiling all relevant context, Daemonlayer categorizes the email and assigns it to the most suitable and available technician. Once all information is assembled, Daemonlayer creates a ticket directly in the PSA system. The ticket is automatically categorized, incorporating essential details like related items, attachment summaries, and a clear explanation of the system's rationale. Consequently, the technician does not need to access Daemonlayer separately.

Step 8

All information is accessible through the tools technicians already use. Automated decisions can be reviewed within Daemonlayer, with every step logged. This provides the MSP with full insight and control.

Step 9

The summary created in the PSA system can be reviewed, along with triage details, field refinements, any attachments, and the structured information derived from them. Daemonlayer is capable of resolving simple requests independently, such as resetting passwords after verifying user identity, or providing clear instructions for basic issues, all under human oversight to maintain MSP control. With Daemonlayer, technicians spend less time sorting emails and completing forms.

Step 10

Technicians can concentrate on tasks that truly require their expertise.