Common Problems Facing Tech Support Teams
Overwhelmed and Costly L1 Support: Level 1 (L1) support teams frequently face overwhelming workloads, managing endless tickets from internal and external users. Much of their time is spent in inefficient back-and-forth interactions gathering basic diagnostic data. Due to limited technical expertise, issues often escalate unnecessarily, inflating costs and draining resources.
Experts Pulled into Minor Issues: Highly skilled Level 2 and Level 3 (L2/L3) support teams frequently find themselves dragged into trivial problems unrelated to their expertise, often due to inadequate initial data collection. Identifying whether an issue lies with user environments or internal infrastructure wastes valuable expert time and delays resolution.
Incorrect Ticket Routing: Insufficient diagnostic information at the L1 level often results in misrouted tickets. Issues bounce between teams, prolonging resolution times (MTTR) and frustrating both support staff and end users.
Inefficient Data Collection: Collecting accurate diagnostic information from non-technical end users can be challenging and frustrating, leading to delays, inaccuracies, and poor user experiences.
The Gen AI Advantage: Automated, Intelligent Tech Support
Meet NetZen AI—a smart assistant that automatically initiates diagnosis and generates resolution steps, freeing your team to focus on what matters most.
Automated Ticket Screening & Resolution with NetZen AI
NetZen AI streamlines your support process by intelligently assessing and resolving IT support tickets automatically. Here's how:
1. Automatic Issue Detection:
When a user submits a ticket through your existing system (e.g., Zendesk or ServiceNow), NetZen AI instantly scans the issue. It quickly determines if it relates to network connectivity, application performance, or broader outages.
2. Smart Assessment:
NetZen AI decides if automated diagnostic tests will help pinpoint the issue. If yes, the ticket submitter is asked to kick off data collection directly through the NetZen AI portal.
3. Rapid Diagnostic Testing:
Users run fully automated quick, straightforward tests with a click of a button. Our tests measure a variety of things:
- Network Health: Latency, jitter, packet loss, DNS issues, and TCP handshake performance.
- Application Performance: HTTP status, SSL certificates, redirects, and response speeds.
- System Health: CPU/memory usage, disk availability, and background processes.
- Network Path Analysis: Traceroute for pinpointing delays or failures.
4. AI-Driven Root Cause Analysis:
Once diagnostics are complete, NetZen AI analyzes the results, identifies root causes, and formulates clear recommendations. It swiftly updates the ticket with precise findings and actionable advice.
5. Real-Time Updates & Clear Recommendations:
IT teams instantly receive structured, easy-to-read diagnostic reports. These include detailed findings (e.g., "Detected DNS issue—check corporate VPN settings") and suggested next steps to swiftly move towards resolution.
6. Continuous Learning & Improvement:
NetZen AI continuously learns from past tickets, improving its diagnostics and recommendations over time. Each incident makes it smarter, leading to faster, more accurate resolutions.
Reach out to us
Empower your support teams. Reduce manual troubleshooting. Deliver quicker resolutions. Discover the smarter way to support with NetZen AI.