Service desk technician
Opens a ticket that is already complete, categorised, and half solved.
Agents involved
Your day, before and after →Who it's for
An agent for every seat on the desk
Claudia's same five service-desk agents look different depending on where you sit. Here is what each role actually gets.
5 service-desk agents · 4 roles
- 01Concierge
- 02Triage
- 03Dispatch
- 04Resolution
- 05Watchdog
- Service desk technician · 3 of 5
- Dispatcher or team lead · 3 of 5
- Account manager · 2 of 5
- MSP owner · 2 of 5
By role
What changes on Monday morning
Each role gets a specific set of the five service-desk agents. Nothing here is a separate product.
Dispatcher or team lead
Stops hand-sorting the queue and starts managing exceptions — with every SLA clock watched.
Agents involved
Your day, before and after →Account manager
Sees a client trending the wrong way before the renewal conversation.
Agents involved
Your day, before and after →MSP owner
Gets a desk that documents its own work and a queue that warns before it breaches, without adding headcount.
Agents involved
Your day, before and after →The line-up
Five service-desk agents, not nine copilots
One product line, priced by tier. Each one owns a stage of the ticket lifecycle.
AI Client Concierge
Deflect · Collect
The model defines a client-facing stage for password-reset guidance, ticket status, guided setup and collecting the detail the service desk needs. Pilot capabilities are agreed separately.
How it worksAI Intake & Triage Agent
Verify · Classify · Prioritise
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 it worksAI Dispatch & Scheduling Agent
Route · Pre-flight
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 it worksAI Autonomous Remediation Agent
Resolve · Verify · Close
The model defines a resolution plan, verification steps and closure notes for each ticket type. In the launch, Claudia runs the fix only after your technician approves it.
How it worksAI Service Desk Watchdog
Watch · Alert
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 it works
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.