The agent that resolves IT tickets end to end.
Firstline investigates and fixes issues directly on the employee’s computer, so IT teams close more tickets with less manual work.
Service desk capacity is still tied to headcount.
Most tickets require manual work
Issues need investigation, and many require remote access before they can be closed.
Repetitive fixes consume valuable time
Much of that work is low complexity, but it still takes up a large share of the IT team's capacity.
Existing tools stop before resolution
Ticketing software can sort, route, and suggest. Someone still has to fix the issue on the employee's computer.
How Firstline does the work.
A ticket comes in
The employee submits a ticket as usual. Firstline picks it up and asks any questions needed to understand the issue.
Firstline investigates
It connects to the employee's computer, inspects the problem, and works through it with the employee watching.
The employee approves the fix
Before making a change, Firstline explains exactly what it plans to do and waits for approval. Nothing changes without their okay.
Fixed, or sent to IT
Firstline verifies that the issue is gone and closes the ticket. If it cannot resolve it, IT receives the full investigation.
With Firstline, IT support scales differently.
Firstline handles high-volume, low-complexity tickets so your team can focus on the work that needs them.
Lower cost per ticket
Firstline handles the hands-on work on routine tickets, so more issues close without technician time.
More time for complex work
Repetitive fixes stay off your team's queue. If Firstline can't resolve a ticket, it escalates with the investigation already done.
Faster support for employees
Work starts as soon as the ticket is submitted. Employees see each step, approve changes, and know when the issue is fixed.
Built for enterprise control.
Firstline works within your existing security policies, permissions, and approval processes. It can do real work on employee computers without being given open-ended access.
Book a demoConfigured for your environment
Firstline is set up around your IT policies, applications, and support processes, so it knows what it can do and when to involve your team.
Limited to approved actions
You decide which tools and actions Firstline can use. Anything outside those boundaries is blocked or escalated.
Every change is visible
The employee sees what Firstline is doing and approves each repair before it happens.
Only during a live session
Firstline only works on the computer while the employee is present and can see what is happening. When the session ends, access ends.
Plugs into the ITSM you already run.
Firstline works inside the service desk you already use. Tickets come in as usual, and every resolution and escalation goes back to the same place. When a ticket cannot be resolved, your team gets the investigation with the handoff.
