Article · For MSPs
Cut Tier 1 ticket volume at your MSP
Ticket deflection usually means pushing users to a knowledge base and hoping they self-serve. Real Tier 1 reduction comes from resolving the routine tickets automatically, so they never reach a tech in the first place.
Deflection vs resolution
Article deflection helps at the margins but frustrates users who just want the problem fixed. An AI L1 agent takes the call or message, does the fix, and closes the ticket. That is what actually pulls volume off your queue.
The tickets to target first
- Password resets and account lockouts.
- VPN and connectivity issues.
- Outlook and email problems.
- Access and permission requests.
- Status and how-to questions.
Measure the drop
Track Tier 1 tickets reaching a human before and after. Out of Hours AI ties the outcome to a guarantee: cut your L1 support cost by at least 50%, or you don't pay.
Frequently asked questions
Is this just a knowledge base?
No. It resolves the routine tickets end to end, rather than deflecting users to an article and hoping they self-serve.
Which tickets get cut first?
The high-volume, predictable ones: password resets, lockouts, VPN, Outlook, and access requests.
Cut your Tier 1 queue
Book a 30-minute call. We size the savings against your real ticket data.