Close tickets without technician time.
Firstline intakes the end user’s issue, gathers the context around it, and diagnoses their computer itself. It writes the evidence and a resolution plan into the ticket, then applies the fix once your technician approves.
Scaling client accounts shouldn’t require scaling headcount.
Routine tickets lock up technician capacity
Technicians spend 20 to 40 minutes per ticket gathering basic intake and troubleshooting simple issues, tying up your team on work that shouldn’t take human time.
AI chatbots hurt CSAT without real triage
Chatbots only guess from what the user typed. They interrogate employees with generic questions, frustrating clients while still leaving technicians with an un-diagnosed ticket.
Static scripts don’t scale across clients
Every client has different software, VPNs, and configurations. Blind RMM scripts can’t adapt to local machine context, creating constant maintenance and risk of downtime.
With Firstline, every ticket arrives ready to fix.
Tickets usually arrive as one sentence from the user. Yours arrive with the diagnosis, the client's context and a recommended fix already written in.
Watch the videoDiagnosed during intake
The user reports the issue in chat, email or voice. Firstline is already on their computer, diagnoses it while they type, and asks only what it cannot see for itself.
Context from your own records
Firstline brings everything you know about this client and this issue into one place: their documentation, their contract, past tickets and technician notes.
Written into the ticket
Firstline writes everything your technician needs into the ticket: what it observed, what your records add, what it recommends and the evidence behind it. They skip the detective work and go straight to the fix.
Your technician approves. Firstline does the work.
A plan with evidence behind it takes seconds to approve. Firstline then carries out the fix the way a technician would: a script where a script is enough, the desktop itself where it is not.
One click to approve
Your technician sees the diagnosis, the supporting context, the plan and the fallback, then approves or adjusts. If they change a step, Firstline keeps that preference for the client and applies it next time.
By script, or hands on the desktop
Routine repairs run as scripts. For the problems that only exist inside an application or on the user's screen, Firstline takes the remote session and works the desktop the way a technician would.
Never outside your rules
A policy runtime enforces your rules per client, holding sensitive changes for technician approval and blocking anything off-limits outright. Firstline cannot widen its own permissions.
Verified, then written back
Firstline re-tests the reported symptom on the computer before closing anything. Every check, action and result lands in your PSA as one complete record.
Scale your client base without adding tier-1 headcount.
Firstline takes tier-1 tickets from intake to a verified fix, so your engineers can take on more client accounts and spend their hours on the work that needs them.
Protect gross margins
Every ticket Firstline closes is an hour your engineers never spend, on a contract you have already priced. Fewer level-one hours per client, the same fee, and room to take on the next one.
Raise client satisfaction
Users report the problem the way they already do, by email, phone or portal, and it gets fixed rather than questioned. The symptom is verified gone before the ticket closes.
Escalations that arrive complete
When a ticket needs a human, your technician opens it to find the investigation already done: what was checked, what was found, what was ruled out and why Firstline stopped. They start from evidence.
Built for multi-tenant MSP trust and control.
Firstline works within your security boundaries, keeps client data strictly isolated, and never modifies endpoints without technician approval.
Client data isolation
Strict multi-tenant boundaries prevent data leakage. Telemetry, tickets, and configurations remain strictly isolated per client.
Read-only investigation
Initial diagnosis is completely read-only. Firstline inspects logs and states safely without modifying endpoint configuration.
Technician approval gates
Technicians maintain final authority on repairs, ensuring changes are never automated blindly without human oversight.
Full audit trail in your PSA
Every diagnostic step, setting check, and approved repair is timestamped and written directly into your PSA ticket record.
Plugs into your PSA and service desk.
Firstline works inside the tools you already run. Tickets come in as usual, and every resolution and escalation syncs straight back. It fits your existing workflow without disrupting ticket steps, forms, or routing rules.
