Ticketing with AI triage for MSPs
Oplosr reads every new ticket, works out how complex and urgent it is, and asks the requester for whatever is still missing. Your engineer starts with the full picture instead of an email thread.
Email stopped working
Sam · via email
Hi, my email isn't working anymore. Could you take a look?
screenshot.pngScreenshot shows “Cannot connect to the server”. Check MFA status first and whether webmail works. Assign to a level 2 engineer.
Procedure applied: Email & Microsoft 365
So we can help you quickly: which device are you using, and since when has this been happening? Does your email work at outlook.office.com?
The problem
“It doesn't work.” No device, no error message, no idea since when. Your engineer opens the ticket, sends a question back and waits. Meanwhile, the clock is running.
How AI triage works
As soon as a ticket comes in, by email or through the portal, Oplosr does the groundwork. You stay in control.
The AI reads the ticket, its attachments (PDFs and screenshots) and the agreements and procedures you've set up for this customer.
Complexity on a scale of 1 to 3 and a suggested priority, plus short internal advice: what to check first and which procedure applies.
A recommendation on who should pick it up: an engineer at the right level, or a linked partner or external specialist.
Something missing? A targeted question for the requester is ready to go. The answer comes straight back into the ticket.
Asking the requester
The AI spots what's missing and writes one clear question in plain language. You decide how it goes out.
The draft question is waiting in the ticket. Tweak it if you like, then send it with one click.
Prefer Oplosr to send the question itself? Turn on automatic follow-up in your settings. Often the answer is already there by the time your engineer opens the ticket.
While your customer fills in a new ticket in the portal, the AI checks whether the key details are there. If something's missing, the portal asks for it before they hit submit. The ticket arrives complete.
Web forms for standard requests. For recurring requests like a new starter or a hardware fault, you build fixed intake forms. The questions are set in advance; the AI helps with everything else.
Features
AI triage is where it starts. Around it is a complete ticketing system for you and your customers.
A suggested reply to the customer, based on the ticket and your procedures. You edit and send.
Connect your Microsoft 365 support mailbox, inbound and outbound, with threads intact. Or use yourname@mail.oplosr.nl, optionally sending from your own domain (DKIM).
Your customers see their own tickets. Roles for manager, support, customer IT contact and customer member.
Response and resolution times per customer. The clock pauses automatically while you're waiting on the customer.
Changes that need customer approval, and tickets you schedule ahead for recurring work.
Your own logo and colours in the customer portal, emails and reports, on your own login address (for example support.yourcompany.com). Your customers see your service desk.
Management summary, operational review and twelve-month trends. On the web and as PDF in your branding, with an optional AI summary. Your customer sees their own version.
The AI picks a category from your list for every ticket. Engineers log time in one click, billable or not.
After a ticket is resolved the customer picks a smiley. A low score goes straight to the manager.
Laptops, phones and printers per customer, linked to users. Import from Excel or sync with Microsoft Intune. The ticket shows which device it is about, and so does the AI.
Built for MSPs
Oplosr is made by an IT service provider, for IT service providers. With the things a generic help desk leaves out.
Give each engineer a level from 1 to 3. AI triage recommends the level a ticket needs, so work ends up with the right person.
Record your agreements and procedures per customer. You manage them, the customer's IT contact can read them, and the AI applies them during triage. The advice tells you which procedure it used.
Link up with another MSP and hand tickets over in either direction. The owner keeps the customer, the SLA and the ticket number.
Security and privacy
As an MSP, you're responsible for your customers' data. That's why Oplosr is multi-tenant from the ground up, with isolation enforced in the database itself.
Set up with ISO 27001 in mind.
Pricing
Start with the base package and add agents as your team grows. Try it free for 14 days first.
€199 per month
Excl. VAT, cancel monthly.
FAQ
Oplosr uses Anthropic's Claude models. You connect your own Anthropic API key, which is stored encrypted.
AI triage and reply suggestions are part of the base package. Because the AI runs on your own API key, you pay Anthropic directly for model usage. You see exactly what it costs and stay in control of it.
Oplosr runs on AWS in Frankfurt (eu-central-1). For AI features, the relevant ticket information is sent to Anthropic, which processes it under the agreement you have with Anthropic.
Yes. Without an API key the AI is fully off and Oplosr works as a regular ticketing system. Automatic follow-up is a separate setting that you only switch on if you want it; otherwise your engineer sends the question.
Triage is advice. Your engineer sees the assessment, the reasoning and which procedure was applied, and makes the call. Priority, assignment and the question to the customer can all be changed.
Yes. Connect your Microsoft 365 mailbox for inbound and outbound email, with threads kept together. Rather not? You get an address like yourname@mail.oplosr.nl, which can send from your own domain using DKIM.
Not necessarily. Customers can email in and simply reply to the emails they receive; replies go back into the ticket. For more, like smart intake or an overview of their own tickets, they use the customer portal.
Yes, with partner links. Hand tickets over to a linked MSP and receive them the other way. The ticket owner keeps the customer, the SLA and the ticket number.
Yes. Set your own logo and colours; they appear in the customer portal and in emails to your customers.
The base package includes 3 support agents, AI triage and AI reply suggestions. The base package is €199 per month and each extra agent €55 per month, both excl. VAT. You can try Oplosr free for 14 days first.
See in a demo how Oplosr triages and follows up on your tickets, or try it yourself free for 14 days.
