Vight triages every new ticket. It works out what the client is asking for, emails them for the details they left out, and writes up what a tech needs to know. Techs open a ticket that already has the answers.
Works with ConnectWise and HaloPSA
Four steps, all inside your PSA, before a technician opens the ticket.
A ticket lands on a board you've chosen. Vight matches it to one of your triage scenarios: password reset, email trouble, new hire, whatever your desk actually sees.
It emails the client the questions that scenario needs and nothing else. Replies land back on the ticket, and Vight follows up until it has answers or hits the limit you set.
Vight posts an internal note with what the client answered and what a tech should still confirm, so nobody re-reads a whole email thread to get started.
The ticket moves to the status you've mapped for that board. The queue itself tells your techs which tickets are ready to work.
Triage tools usually start with an empty rule builder and a guess at what clients will ask. Vight starts with your service desk's own history and keeps learning from it in production.
At setup, Vight reads your recent tickets and drafts the scenario set your desk needs, including the questions clients get asked on real calls.
On a schedule you set, Vight checks its sessions for scenarios that never match, questions nobody answers, and requests it keeps missing.
Every suggested change shows the tickets behind it. Nothing is applied until you approve it, and any change can be reverted.
Triage messages real people at real client companies, so you control exactly when it speaks and to whom.
Vight suggests scenarios and questions with evidence attached. Nothing is applied until a person clicks apply.
Keep specific clients or senders out of the email loop entirely. Their tickets still get matched and written up.
Vight stops asking once it hits your ceiling and hands the ticket over with what it has.
Every match, email, and hand-off is an internal note on the ticket in your PSA.
Run Vight on your real calls and tickets for a month.
We connect your PSA and phone system with you, so you are live the same day.
Keep Vight after the trial or stop. Nothing auto-charges when the 30 days end.