Kaseya is dedicated to empowering users with cutting-edge solutions that keep them ahead of the curve. To achieve this, we’ve integrated advanced artificial intelligence (AI) technologies into our industry-leading PSA systems, BMS and Vorex.
The introduction of Collision-Free Ticketing and Cooper Copilot brings powerful features designed to streamline workflows, improve accuracy and enhance service delivery — all at no additional cost. Together, they represent a significant leap forward, enabling IT teams to work smarter and faster. Here’s everything you need to know about these game-changing features.
Collision-Free Ticketing: Smoother workflows, zero overlap
Handling service tickets is a critical function for any IT team, but overlapping efforts often lead to inefficiencies and user confusion. Collision-Free Ticketing addresses this pain point by ensuring that your team is always aligned and informed.
Key Benefits:
- Real-time collaboration alerts: The system intuitively displays when another technician is viewing the same ticket, preventing duplicate work or overwritten updates. This ensures efforts are not wasted and resources are effectively utilized. Technicians no longer need to worry about stepping on each other’s toes while working on the same issue.
- Instant change notifications: Any modifications made to a ticket’s fields are immediately visible to other users accessing the same ticket, maintaining data integrity and avoiding miscommunication. This minimizes the risk of conflicting updates and ensures everyone is on the same page.
- User response awareness: If an end user adds a note or responds to the ticket while a technician is drafting a reply, the system ensures the latest updates are visible before the response is sent. This avoids redundant responses and maintains professionalism in communication, fostering better relationships with users.
By eliminating unnecessary overlaps and improving communication between team members, Collision-Free Ticketing streamlines ticket resolution and enhances customer satisfaction.
Cooper Copilot: AI-powered assistance for technicians
AI is reshaping industries, and Kaseya is bringing this transformative technology to its PSA solutions with Cooper Copilot. Designed specifically for BMS and Vorex, this AI assistant empowers technicians with tools to deliver faster, more accurate service while easing the cognitive load of complex tasks.
Cooper Copilot’s core features:
- Smart Ticket Summary
Technicians often lose valuable time navigating lengthy email chains to understand an issue. With AI-generated summaries, Smart Ticket Summary provides concise overviews of email threads or escalations, highlighting key details and actionable next steps. This allows technicians to focus on resolving issues efficiently without getting bogged down in unnecessary reading.
- Smart Writing Assistant
Communicating technical details clearly to end users can be challenging. The Smart Writing Assistant helps technicians craft clear, professional and user-friendly responses, ensuring updates are both accurate and easy to understand. By enhancing communication, this tool fosters trust and clarity while maintaining a polished, professional tone.
- Smart Resolution Summary
Documenting resolution steps manually is often tedious and time-consuming. Smart Resolution Summary automates this process, capturing detailed resolution steps to build a knowledge base for future reference. This feature not only accelerates problem-solving for individual technicians but also boosts team-wide collaboration and efficiency over time.
Cooper Copilot leverages state-of-the-art large language models (LLMs) to interpret human language with remarkable speed and accuracy. This capability equips technicians with insights that improve their efficiency and customer interactions, making AI an indispensable part of the IT workflow.
Why these features matter
Kaseya’s introduction of Collision-Free Ticketing and Cooper Copilot underscores its dedication to enabling IT professionals to do more with less effort. These tools simplify day-to-day operations, reduce errors and empower teams to focus on delivering exceptional service. Importantly, they’re included at no additional cost, providing immediate value without straining budgets.
A new standard for PSA tools
With the addition of these features, BMS and Vorex solidify their status as industry-leading solutions for IT professionals. Whether it’s preventing ticketing missteps or harnessing AI to streamline resolutions, Kaseya continues to deliver tools that redefine productivity and user satisfaction.
For IT teams looking to elevate their service desk performance, the message is clear: innovation doesn’t have to come at a premium. Collision-Free Ticketing and Cooper Copilot are here to transform the way you work — efficiently, seamlessly and affordably.
