BEAK Desk — AI-Powered ITSM & Auto-Triage
BEAK Desk is a modern IT Service Management platform that uses AI to automate ticket triage, deflect common issues through self-service, and provide omnichannel support — reducing MTTR by 65% and deflecting 40%+ of tickets.
Key Capabilities
AI Triage & Route in < 30 Seconds
AI-powered triage automatically categorizes, prioritizes, and routes incoming tickets to the right team — in under 30 seconds. No manual sorting required.
Self-Service Deflects 40%+ Tickets
An intelligent self-service portal suggests solutions to users before they submit tickets, deflecting over 40% of common requests automatically.
Omnichannel: Portal, Email, Teams
Accept and manage tickets from multiple channels — web portal, email, and Microsoft Teams — with a unified queue and consistent experience.
Full Asset + Security Context
Every ticket is automatically enriched with the requester's asset inventory, security posture, and incident history from BEAK ITAM and BEAK Security.
Key Metrics
| Metric | Value |
|---|---|
| MTTR Reduction | 65% |
| Ticket Deflection | 40%+ |
Target Audience
- System administrators
- IT support managers
- Helpdesk teams
- Technical leads overseeing ticketing workflows
Documentation
- Ticketing Guide — Creating, assigning, and tracking tickets
- AI Triage & Routing — Automated ticket classification and assignment
- Self-Service Portal — User-facing knowledge and self-resolution
- Omnichannel Support — Multi-channel ticket intake
- Asset & Security Context — Enriched ticket context
- SLA Management — Service level tracking and automation