Level 2 support for your device fleet, investigated before your team investigates the ticket.
Terrier picks up tickets, looks into your systems with tools built for them, and either answers the customer or hands your team the finding.
“Nobody can badge in at the north entrance since this morning.”
| The badge | OKActive. Three different people were turned away. |
|---|---|
| Access rights | OKAll three are allowed through this door. |
| Door schedule | OKOpen for badges, 06:00–20:00. |
| Reader | FaultRejecting every badge since a software update at 06:11. |
Next step: your engineers roll back the reader update. Draft reply to the customer is ready.
How it works
Reads the ticket
Terrier picks up each new ticket in your help desk and works out what kind of problem it is, and whether it's one it handles.
Investigates
It checks the account, the configuration and the device itself, using tools built for your systems. Most investigations take minutes.
Reports and routes
It writes up what it found on the ticket: what's wrong, what isn't, and who needs to act.
Replies when sure
For the ticket types you've allowed, it answers the customer directly, and only when every check passes. Everything else goes to your team with the investigation done.
Every ticket reaches the person who can fix it.
Many level 2 tickets aren't faults at all. They're settings only the customer can change. Terrier tells the two apart.
- The customer
- Routine tickets of the types you've allowed get a clear answer, without waiting for your team.
- The customer's administrator
- When the cause is a setting only they can change, such as a disabled badge or a missing permission, they're told exactly what to change.
- Your engineers
- Real faults arrive with the evidence attached, so nobody starts from scratch.
Tools built for your systems.
Every fleet is different, so we build Terrier's tools for yours as part of setup. Terrier can only use the tools we build and you enable.
- Your fleet or admin API
- Accounts, devices, permissions and schedules.
- Device logs
- What the device recorded around the time of the problem.
- Metrics
- How the device and its services have been running.
- Device databases
- The records your devices keep locally.
What Terrier can't do.
- Run commands of its own.
As part of setup, we build a device tool together with your team. Terrier can only ask that tool to run the operations you've agreed on, such as reading a device's logs. It never gets a shell or free-form commands, so every action it takes is fixed in advance and known to you.
- Change what you haven't approved.
Its tools are read-only by default. Actions, like restarting a service, are added only if you ask for them.
- Work out of sight.
Every step is recorded, and we can show you exactly what it did on any ticket.
Start with a review-mode pilot.
We connect Terrier to your systems and run it on your real tickets in review mode. It writes a note on every ticket for your team, and customers see nothing. When you've seen enough, you choose the ticket types it may answer.
Tell us about your fleet and the tickets that take up your team's week.
Email ushello@terrier.systems
Field notes
All notes- Why Terrier starts out answering nobody
For its first weeks with a new team, Terrier writes notes for your staff and never replies to a customer. Here's what you get from that time.