Oberon Service
Intelligence layer integrating into service desk workflows to route tickets for faster, lower cost resolution.
On our roadmap, targeted for Winter 2025 release to support MSP and Services companies.
Skip the Queue
Modern service desk software has been an amazing leap forward in customer support and engagement and AI is only making it better. With intelligence, modern service desk platforms are more aware than ever about how to auto-resolve through self-help services. But the result of this rise in automated self-help, while wonderful, as created a new challenge - what does make it through the self-help system now are problems that are more complex and more interdependent than ever before. This presents a challenge to the fixed ticket queue models, where service teams are arranged by expertise.
Oberon service changes this by building an intelligence layer that automatically routes tickets to the available service agent with the required skills to solve the ticket on the first pass.
Fixes, not Fixed Queues
Oberon Service brings an intelligent approach to ticket management by creating a different ticketing assignment system than the SLA management system. Simply put, in Oberon Service, we use the analysis of likely impacted systems in the ticket analysis to match this to the resources that have the skills required to solve the problem on the first call.
But not all problems can be solved in the first call, so Oberon also builds the escalation path to higher skilled, but more costly, resources if they are needed for high level escalations.
Keep Control
Oberon Service helps set the routing logic for tickets so they can find the right resource for rapid resolutions, but we keep all other service management structures intact to your existing management systems, so you can still hold teams accountable for meeting SLAs and other service standards.
We track successful ticket resolution and examine escalation paths to also track skill expression and use to build profiles further as part of the Oberon platform.
Be a Service Design Partner
Want to give us some guidance on the features and benefits you want to see in Oberon Service? Click below to sign up to be a design partner as we build the new Service module.