AI-powered triage
Machine learning classifies incoming tickets by type, priority, and urgency — and routes each one to the right team or technician automatically, without coordinator bottlenecks.
Scope IT Mitra is an intelligent service desk and IT support operations platform that uses AI to triage tickets, route to the right team, surface relevant knowledge, and drive resolution — so your service teams spend less time triaging and more time solving.
Scope IT Mitra replaces slow, manual ticket management with an AI-augmented platform that gets the right tickets to the right people faster — and keeps performance visible at every level.
Machine learning classifies incoming tickets by type, priority, and urgency — and routes each one to the right team or technician automatically, without coordinator bottlenecks.
A searchable knowledge base suggests relevant articles to users at submission — deflecting common requests before they become tickets and empowering self-service resolution.
Define SLAs by ticket type and priority. Mitra tracks time-to-response and time-to-resolution, alerts before SLAs breach, and escalates automatically when thresholds are crossed.
Real-time dashboards for team leads and management — ticket volume by category, resolution rates, SLA compliance, backlog trends, and agent workload visibility.
Organize technicians into teams, manage queues by specialization, set capacity limits, and balance workloads across staff — with visibility into who owns what.
Ticket categories, routing rules, SLA tiers, escalation paths, and notification settings are configurable — so Mitra matches your organization's real support model.
Scope IT Mitra is built to handle the full support operations workflow — from first contact through resolution and reporting — with AI augmenting the work at every step.
Multi-channel ticket submission (web portal, email, chat) with AI-driven classification, priority assignment, and initial routing on arrival.
Trained classification model routes tickets to the correct team or technician based on category, priority, and historical resolution patterns.
AI surfaces relevant knowledge base articles to users during ticket submission — reducing ticket volume for common, self-resolvable issues.
Define multi-tier SLAs by ticket type, priority, and department. Automated warnings, breach alerts, and escalation workflows keep SLAs on track.
Manage agent profiles, team assignments, queue ownership, capacity limits, and on-call schedules from a single admin interface.
Configurable escalation rules trigger when tickets go unacknowledged, breach SLAs, or are flagged for senior review — with automatic notification to supervisors.
Track resolution time, capture end-user satisfaction scores post-closure, and surface quality trends across teams, categories, and time periods.
Operational dashboards, trend reporting, SLA compliance exports, and executive summaries — for team leads, IT directors, and agency leadership.
Scope IT Mitra is built by the same team that designs and operates mission-critical systems for federal and state agencies. We know what government and enterprise IT support teams actually need — and we built Mitra around those realities.
Scope IT Mitra adapts to how your organization runs IT support — whether that's a centralized desk, distributed agency teams, or managed support for multiple clients.
Centralized or distributed IT support for government agencies — with SLA accountability, multi-team routing, and leadership-level reporting built in.
Internal IT and operational support for large enterprises — ticket triage, knowledge management, team performance dashboards, and SLA compliance reporting.
Multi-client service management with client-specific SLAs, queue separation, and per-client reporting — without mixing ticket data across accounts.
Public-facing support portals for government programs — citizens submit requests, track status, and receive updates without calling a service line.
Dedicated support operations for government software applications — triage, routing to functional vs. technical teams, and release-linked knowledge management.
Coordinate field technician dispatches, on-site service requests, and location-based ticket routing — with mobile-friendly technician views.
We're working with a select group of government and enterprise IT teams to launch Mitra. If your team is managing support with legacy tools or spreadsheets — let's talk.