The problem
Handovers are where time disappears on a busy desk. A ticket moves on with "can't print, tried rebooting". The next tech starts from scratch, calls the user back, asks the same questions and repeats the same checks. The SLA clock keeps running, and the client wonders why nobody's fixed it.
How we build it
- Perfect Handover. The whole story in one note for the next tech, the moment a ticket is reassigned. It reads every user email, tech reply and internal note, then sets out the problem, who is affected, what was tried, what is ruled out, the likely cause and the next steps from your knowledge base and trusted sources. If nothing was recorded, the note says so, and the gap is plain to see.
Your team stays in charge
The receiving tech decides what happens next. The handover is an internal note on the ticket, so the user never sees it, and your techs read it in the PSA they already use. It adds the note, changes nothing else and leaves the work to your tech.
What the future looks like
Every reassigned ticket picks up where the last tech left off. Nobody asks the user "have you tried rebooting" twice. Tickets close in fewer passes, SLAs hold, and your senior techs spend their time fixing, not re-diagnosing. You get more from the team you already have.
Questions
When does the handover note get written?
Every time a tech reassigns a ticket to another tech or team, so the note is there when the next person opens it.
Can the user see the handover note?
No. It is an internal note on the ticket, written for the next tech. The user only sees the replies your techs send.
What if the last tech wrote nothing down?
The note says so. The next tech knows straight away that nothing was recorded, and still gets the problem from the user's own emails and the next steps from your knowledge base.
Who is behind Cobotic?
Cobotic is an Australian business. We build AI for Australian MSPs, working in the PSA your desk already uses. The handover note is tested on your own past tickets before it goes live.