Identification and verification
Detail
Identifies the user against your directory or CMDB and confirms company, contracted service and applicable support tier before touching the problem.
Technical support and helpdesk
Your engineers should not start every call asking the same questions
Most helpdesk volume is level 1: work out who is calling, understand what is broken, open the ticket. Necessary work, but not technical work. Elop handles that stretch and escalates only what genuinely needs a person — with the context already structured in the ticket.
- Ticket open in your ITSM before the call ends
- No queue, not even in the nine o’clock spike
- 24/7 cover without setting up an on-call rota
Where your team’s time goes
It is not that you are short of engineers. It is that engineers are doing work that does not require an engineer.
The nine o’clock spike
Detail
A helpdesk call curve is brutally uneven: half an hour carries what takes three hours to arrive at any other time. Staffing for the peak is expensive; not staffing for it puts everyone in a queue.
Either you pay for idle capacity or you miss first-response SLA.
The peak stops being a staffing problem: there is no queue.
Every call starts from zero
Detail
Who you are, which company, which service, since when, what the message says exactly. Two or three minutes of data collection before anyone can think about the problem.
Engineer minutes multiplied by every call of the day.
Identification and data capture arrive already done, in the ticket.
Level 1 eating into level 2
Detail
A password reset, an account unlock or a service restart are scripted incidents. When a second-line engineer handles them, cost per ticket goes through the roof.
Expensive profiles working through a manual.
Incidents with a procedure close without touching second line.
Poorly qualified tickets
Detail
A ticket opened in a hurry reaches the engineer without the key detail, so the user has to be called back. That bounce is one of the main reasons resolution time balloons.
Reopens, callbacks and SLA at risk.
The ticket arrives with symptom, verbatim message and steps already tried.
Out of hours and on-call
Detail
Covering nights and weekends means building a rota or outsourcing to a call centre that does not know your systems and escalates nearly everything.
High cost for low but critical volume.
Nights and weekends covered with the same escalation criteria.
Users cannot see where they stand
Detail
A good share of inbound calls are not new incidents at all: they are people asking about the status of a ticket that already exists.
Call volume that adds nothing to the service.
Status enquiries resolve themselves, occupying nobody on the team.
What Elop resolves in your helpdesk
Full level 1, with the output written into your system. We do not deliver a transcript — we deliver a qualified ticket.
Triage and classification
Detail
Determines category, urgency and impact by asking what a level-1 agent would ask, and applies your priority matrix to put the ticket in the right queue.
Ticket creation in the ITSM
Detail
Creates the ticket with the structured fields your team needs: affected service, symptom, verbatim error message, steps already tried, and when it started.
Guided level-1 resolution
Detail
Password reset, account unlock, service restart, connectivity checks, status verification. Flows already documented in your knowledge base are executed on the call.
Ticket status enquiries
Detail
The user calls, identifies themselves, and the agent tells them where their incident stands and what happens next — without occupying anyone on the team.
Proactive notifications
Detail
Outbound calls to confirm resolution, verify the problem is gone, or warn of a scheduled maintenance window.
Escalation with context
Detail
When the incident goes beyond level 1 the call reaches the engineer with the ticket already open and the conversation summarised. They start diagnosing instead of start asking.
Closing survey and CSAT
Detail
A short call after resolution to measure satisfaction and catch badly closed incidents before they reopen.
What improves, and how we measure it
We measure against the metrics your service already uses, not indicators invented for the occasion.
- 0 s
Wait time
The nine o’clock spike stops being a capacity problem: every call is answered at once.
- Level 1
Resolved without an engineer
Incidents with a documented procedure close on the call itself, consuming no second-line time.
- Complete tickets
Fewer callbacks to the user
The ticket reaches the engineer with structured information, cutting reopens caused by missing detail.
- 24/7
Cover without a rota
Nights and weekends covered by the same flow, with the same escalation criteria as office hours.
Inside your ITSM, not beside it
The value is not the conversation — it is the record left behind. Elop writes into the tool your team works in, with your fields and your taxonomy.
We work against your category taxonomy and your priority matrix, not a generic one. A ticket that does not fit the flow your team already uses is worth nothing.
Integrations- ITSM and ticketing systems (API or webhook)
- User directory and identity management
- CMDB and asset inventory
- Knowledge base for guided flows
- Monitoring and alerting systems
- Existing telephony and PBX
Test it the way a user would
Leave your number and call the helpdesk. Describe an incident the way it would be described to you — vagueness included.
- The call arrives within seconds.
- Talk normally: interrupt, ask, change the subject.
- No cost, no commitment, and the conversation is not recorded.
What a support manager asks us
The questions that come up as soon as you get into operational detail.
How do I know it will not close tickets it should not?
Because you define the closing criteria, flow by flow. The agent only resolves incidents with a documented procedure and an explicit verification that the problem is gone. In any doubt it escalates — we would rather have one escalation too many than one improper close, and we configure it that way.
What if the user describes the problem badly?
That is normal, which is why the agent asks what a level 1 would ask: what the message says exactly, since when, whether others are affected, what has already been tried. It records the symptom verbatim and does not reinterpret it, which is precisely what makes the ticket useful to the engineer.
Can it work with our priority matrix?
Yes. We configure category, urgency and impact against your matrix and your SLAs per customer or service. The agent does not invent a priority — it applies yours.
What about critical incidents?
They are identified in triage and trigger whatever immediate escalation you define, including notifying the on-call team. Automation applies to repetitive volume, not to a crisis.
Does it replace our level 1?
It absorbs the mechanical part of their work. The teams we work with move their level 1 towards higher-value work — documentation, improving procedures, looking after critical accounts — rather than cutting headcount.
How long does rollout take?
The intake and triage flow goes into production once the ITSM integration is resolved. Guided resolution flows are added afterwards, one at a time, starting with the highest volume; the schedule is agreed with you.
Start with the peak, not the whole service
The fastest way to see a return is to give Elop the highest-volume window and the out-of-hours window. With those two stretches measured, deciding what else to automate stops being a matter of opinion.
Other solutions
