Who it's for
For the dispatcher or team lead
Stops hand-sorting the queue and starts managing exceptions — with every SLA clock watched.
3 of the 5 service-desk agents
- 01Concierge
- 02Triage
- 03Dispatch
- 04Resolution
- 05Watchdog
Now
You are the routing engine. Every ticket crosses your desk on its way to the right person, and the queue only moves as fast as you read.
Pilot objective
Set a clear hand-off as the objective for an agreed supervised pilot: a named technician, a defined task and explicit approval and escalation steps. Your team keeps control of the assignment.
Model context for this role
3 of the five service-desk agents in the model
02Verify · Classify · Prioritise
AI Intake & Triage Agent
Tickets arrive uncategorised and sit in the queue until someone reads them. The first human touch is spent on sorting, not solving.
The model defines an intake stage that matches requests to ticket types and proposes priority against the client's SLA. The current launch is supervised and scoped with your team.
How Triage works →Scroll sideways to see the full illustration.
03Route · Pre-flight
AI Dispatch & Scheduling Agent
Dispatch is a full-time job done part-time. Tickets land on whoever is free rather than whoever is right, and the first ten minutes go on requesting access.
The model defines assignment recommendations using skill, tier fit, pod load and calendar availability, with supporting rationale and access checks. Pilot capabilities are agreed separately.
How Dispatch works →Scroll sideways to see the full illustration.
05Watch · Alert
AI Service Desk Watchdog
The SLA is noticed after it is missed. Nobody watches two hundred open tickets' clocks, so a breach surfaces as an angry email.
The model defines a watchdog stage for SLA monitoring, client follow-up and breach-risk alerts. These responsibilities describe the broader model; pilot capabilities are agreed separately.
How Watchdog works →See it on your own queue
The list · 26 pages · PDF
The 10 ticket types that cost an MSP the most
The ten ticket types that cost your desk the most, with the lever for each.
Want to take Claudia for a spin in your IT environment?
Claudia is invite-only for a limited supervised launch. Invited MSPs receive a 30-day free trial in an agreed test or pilot environment — no card, and no onboarding fee. Scope is confirmed before access.