MSP · 18 staff

Calgary managed-services provider.

Theo — Support · 5 months in

Theo handles tier-1 tickets in Zendesk overnight. First-response time dropped from 4 hours to 6 minutes. CSAT up 14 points. On-call premium cut 75%.

4h → 6 minfirst response

+14 ptsCSAT

−71%tier-1 volume to humans

Meet Theo ↗

The setup

18-person MSP supporting 200+ SMB clients. Tier-1 ticket volume was crushing the help desk overnight. After-hours coverage was costing them $8K/mo in on-call premium.

What they did

Deployed Theo (Community + Support) into their Zendesk instance. Theo handles tier-1 tickets autonomously between 6pm and 8am — password resets, common config questions, ticket routing. Escalates anything ambiguous to the on-call human.

What changed

First-response time dropped from 4 hours to 6 minutes overnight. CSAT up 14 points. On-call premium cut to $2K/mo — humans only paged for true escalations. Tier-1 ticket volume hitting humans down 71%.

The partner-friendly part

Their PSA vendor (ConnectWise) stays. Their RMM tool stays. Theo just operates inside the tools they already pay for.

Want results like this?

Theo can be answering tier-1 tickets in your help desk within 48 hours. Never sleeps, never escalates blindly.

Hire Theo Now ↗

← Back to all case studies