Case Study: Thinc Forward improves help desk response times with MSPbots AI Triage and NextTicket

Thinc Forward cuts help desk response times with MSPbots AI Triage and NextTicket

Thinc Forward, a company built on solving technology challenges, faced a growing operational risk as its lean help desk team expanded. With technicians working independently, leadership struggled to maintain visibility into ticket handling, unable to easily ensure high-priority work was addressed first or prevent medium-severity tickets from aging into crises. The challenge was gaining control without sacrificing the efficiency their team was built on.

To solve this, Thinc Forward implemented MSPbots' AI Triage and NextTicket products. The AI Triage automatically categorized incoming tickets, which enabled the NextTicket system to intelligently dispatch the right ticket to the right technician based on priority. This solution significantly dropped ticket response times, eliminated the chance for client escalations to sit untouched, and freed managers from manual enforcement tasks. MSPbots provided an automated operating system that saved time and improved data consistency for the entire team.

Thinc Forward