L1 triage labor
2–4 h/day per L1Agents read and sort before specialist work starts.
Four example profiles with pack (Entry / Standard / Premium), subscription ranges, and expandable savings breakdowns.
Four hidden costs — easy to miss, expensive when they stack up.
Agents read and sort before specialist work starts.
Wrong queue → tickets ping-pong between teams.
Hours before the right team sees the ticket.
Reading threads, copying fields, re-prioritizing.
Concrete situations — not just spreadsheet math.
Lisa
Customer
Hours waiting for a reply
A password reset lands in the general queue — Lisa waits most of the day.
4+ hoursAnswer in minutes via chatbot
The public chatbot resolves common requests instantly — no ticket needed.
~2 minMarco
L1 agent
Sorts every ticket by hand
Pushes 80+ tickets/day into queues — specialist teams still wait hours.
45 min avg. to right teamRouting on arrival
Classification sets queue and priority before Marco even opens the ticket.
InstantSandra
Specialist
Reads long threads herself
Scrolls through 15 emails just to understand the current status.
8–12 min/ticketSummary on the ticket
Problem, status, and next steps are written back on the ticket.
~30 secMany routing targets, minimal tickets — Full On-Prem is not yet worth it.
5 tickets/day · 30 queues/groups
Estimated monthly savings
≈ −€250
per month (net of subscription range)
Where the savings come from
Queue / group classification
Direct routing to the right team without L1 triage hops. Main lever for fast handling.
Faster first handling / shorter cycle
Priority & other attributes
Correct priority cuts sorting effort.
Faster first handling / shorter cycle
Ticket summaries
Saves agent reading time, with minor impact on overall cycle time.
Agent time (not cycle time)
Answer drafts
SoonMinimal effect at low ticket volumes.
Not shipped yet — illustrative only
Customer chatbot
Premium · SoonPremium pack — stops ticket creation. Needs higher volume.
Not shipped yet — illustrative only
Subscription costs outweigh savings at 5 tickets/day. The math flips at higher volume.
A lean support team handling a steady daily ticket stream.
50 tickets/day · 3 queues/groups
Estimated monthly savings
≈ €2,700–€3,000
per month (net of subscription range)
Where the savings come from
Queue / group classification
No L1→L2 hopping: The right team starts on intake. Primary savings driver.
Faster first handling / shorter cycle
Priority & other attributes
Proper fields reduce mis-prioritization and re-sorting.
Faster first handling / shorter cycle
Ticket summaries
Cuts reading time per ticket for agents.
Agent time (not cycle time)
Answer drafts
SoonReview a draft (~30–90s) instead of typing — useful on ~25% of tickets.
Not shipped yet — illustrative only
Customer chatbot
Premium · SoonPremium pack only: Prevents simple requests from becoming tickets.
Not shipped yet — illustrative only
Tickets land with the right team hours earlier — SLAs are easily met.
Growing helpdesk routing across multiple specialized teams.
200 tickets/day · 10 queues/groups
Estimated monthly savings
≈ €12,600–€13,300
per month (net of subscription range)
Where the savings come from
Queue / group classification
Straight to the right team without manual triage — dominant savings lever.
Faster first handling / shorter cycle
Priority & other attributes
Proper priority from intake shortens time to meaningful work.
Faster first handling / shorter cycle
Ticket summaries
Saves agent reading time across all tickets.
Agent time (not cycle time)
Answer drafts
SoonLess typing on routine queries (coming soon).
Not shipped yet — illustrative only
Customer chatbot
Premium · SoonPremium: Deflects ticket creation. Not included in Standard.
Not shipped yet — illustrative only
Resolved up to a day faster — queue/group classification drives most savings.
Heavy ticket load across many targets with complex initial routing.
750 tickets/day · 40 queues/groups
Estimated monthly savings
≈ €57,000–€58,500
per month (net of subscription range)
Where the savings come from
Queue / group classification
Eliminates L1 bottlenecks with immediate team assignment.
Faster first handling / shorter cycle
Priority & other attributes
Proper priority shortens wait time before work begins.
Faster first handling / shorter cycle
Ticket summaries
Saves significant agent reading hours.
Agent time (not cycle time)
Answer drafts
SoonReview drafts instead of typing — applies to ~25% of tickets (coming soon).
Not shipped yet — illustrative only
Customer chatbot
Premium · SoonPremium: Deflects common requests so tickets are never created.
Fewer tickets created
Direct team routing on intake plus Premium chatbot ticket deflection.
Queue/group classification drives cycle-time savings. Other features save agent time or deflect tickets.
Summarizes long email threads instantly. Reduces agent reading time.
From Entry · available now
Review and send drafts instead of typing. Speeds up responses.
Depends on pack
Answers common questions directly to deflect ticket creation.
Premium pack only
Illustrative examples for European support teams. Subscription figures are ranges (Full On-Prem from ~€500/month depending on agents + pack) — not a fixed price list. Manual costs cover triage, wait time, and misrouting. Chatbot and answer drafts are coming soon.