Technicians, pause that escalate button—AI Recommended Solutions is here!

Technician gets a ticket.

Technician is flummoxed.
Technician rummages through the KB,
Surfs the web,
Dives into tech communities...
Still, the perfect answer remains elusive.

Frustrated, the technician finally gives up.
Escalate to senior technician? Click.

Sound familiar? If you’re an MSP, this is probably a daily script for your L1 technicians.

At SuperOps, we’ve rewritten it.

Meet Monica AI’s Recommended Solutions—Your Technicians’ One-Click Problem-Solver

No more endless searching. No more unnecessary escalations. Whether it's a complex ticket with a precedent or an entirely new issue, Monica has a solution that just… works.

How? Monica uses a failsafe, two-pronged approach:

1. Learning from Past Resolved Tickets

First, Monica digs into your MSP’s ticketing history, scanning across clients to find resolved tickets similar to the current one. She then provides:

• Actionable recommendations based on those past resolutions

• Source links to quickly verify and reference solutions

The result?
L1 technicians can tap into senior technicians’ expertise with a single click, eliminating escalations and slashing labor costs. Plus, since these solutions come from your MSP’s own past tickets, they’re contextually relevant—no more generic ChatGPT suggestions that might not fit.

2. Fetching Relevant Solutions from the Web

What if there’s no precedent? Or the technician wants additional insights?

No problem—Monica also pulls in hyper-relevant web-based solutions.

• Technicians control the search terms, ensuring privacy and accuracy.

• Solutions come with verified sources for quick reference.

The result?
Technicians get the answers they need—instantly—without having to manually scour search engines or tech forums.

The Magic Doesn’t Stop There

• Auto-Drafted Replies: Monica crafts professional responses based on the suggested solution, so your technician can hit send in seconds.

• Automatic Ticket Updates: No more manual edits—Monica syncs the ticket’s properties with the chosen solution for better tracking and analysis.

• Proactive Problem Solving: She flags repeat tickets from the same client by finding similar tickets, so you can address root causes instead of just fixing symptoms.

What’s in it for MSPs?

• Faster First Response Times – Monica cuts first response times by 97% by providing instant solutions and auto-generated replies.

• Boosted Technician Efficiency – No more aimless searching. L1 technicians get instant, MSP-relevant solutions, making them far more productive.

• Significant Cost Savings – L1 techs can resolve complex tickets without escalating to costlier L2/L3 technicians.

• More Efficient Clients – By identifying repeat issues, MSPs can proactively fix root problems, reducing recurring tickets.

Ready to rewrite your script? Try Monica AI Today!