Triage IT support faster.
Botster checks active incidents and announcements, searches Microsoft knowledge and finds similar existing tickets. From that come targeted follow-up questions and a traceable troubleshooting proposal – before a person has to step in.
The flow, by example
“Outlook won’t start since today.”
Known incidents first
Botster matches the request against active incident reports and announcements – if it fits an ongoing incident, it says so immediately, and no duplicate is created.
Diagnose in a structured way
Troubleshooting combines announcements, ongoing incidents, matching Microsoft knowledge articles and similar earlier tickets – and derives targeted follow-up questions from them.
Status on request
Users ask about their own tickets and see only those – assignment runs through the authenticated identity.
A clean handover
If a ticket is needed after all, Botster collects the necessary details and hands them over structured and pre-qualified – not a two-liner that support has to chase up by phone.
What the integration does today – stated openly
The Matrix42 integration reads: search, analyse, troubleshoot, status. Creating or changing tickets is not a productive part of it; new requests arise through the controlled, structured handover. Write functions are on the roadmap – we only advertise what runs in production.
In production use
This use case runs in production today at a Swiss service management provider – four languages, tenant separation, Swiss operation.
Common questions about IT support
How does Botster support IT support?+
Botster supports IT teams with structured troubleshooting. The platform checks active incidents and announcements, searches Microsoft knowledge and finds similar existing tickets. From that come targeted follow-up questions and the next checks to run. The current Matrix42 integration reads data; creating, changing or closing tickets automatically is not yet a productive part of it.
Can Botster create or close tickets?+
No – the current Matrix42 integration reads data. Botster checks incidents, searches knowledge, finds similar cases and hands new requests over to the service management platform in a structured, pre-qualified form. Write functions in the ticket system are on the roadmap and will only be advertised once they are productive.
See your support flow on a real case?
We walk through the flow on your use case – the “IT support” case is preselected in the form.