Tier 1Stop routing. Start resolving.
Tier 1 is the first AI-powered IT support platform that completes service requests, autonomously.
The complexity of IT support has exploded exponentially.
IT support has evolved beyond simple desktop tasks like setting up workstations and troubleshooting Microsoft Office. Today, it involves managing hundreds of apps across multiple devices per user, addressing cybersecurity threats, ensuring data governance, and handling an ever-expanding list of responsibilities.
Tier 1 brings the IT muscle teams need now.
Your IT Specialist Team, powered by a new class of AI agents
We've built a team of AI agents who are product specialists, troubleshooting experts, and implementation engineers to provide IT support for every app or any routine task you need handled.
Scott
Slack Solutions Expert
Recent activities: Resolving login issues, Managing Data Loss Prevention settings, Implementing custom workflows, Setting up enterprise-grade security protocols
Eduardo
Google Workspace Tech Support
Recent activities: Managing email aliases and group memberships, Enforcing 2-Step Verification (2FA) for users, Connecting Google Workspace with third-party apps
Carol
GitHub Support Engineer
Recent activities: Generate recovery codes for lost 2FA access, Setting up organization-wide repositories, Managing access controls, Implementing CI/CD pipelines
David
Zoom Troubleshooting Expert
Recent activities: Modify global recording policies in Zoom Admin settings, Submit a request to Zoom Billing Support, Assign Large Meeting or Webinar add-on licenses
Anika
Microsoft 365 Escalations Engineer
Recent activities: Reassign ownership of email, OneDrive, and SharePoint files, Verify Azure AD security settings, Remove licenses and adjust billing settings
Mai
Dropbox Support Specialist
Recent activities: Verify folder permissions and adjust access levels, Enable external sharing and adjust link settings, Enforce MFA policies, Configure 3rd party app integrations
Grace
HubSpot Implementation Expert
Recent activities: Create a new user and assign appropriate permissions, Create and apply default email signatures for users, Restore accidentally deleted contacts, Embed tracking codes and forms into the site
Henry
AWS Systems Expert
Recent activities: Expand Elastic Block Store (EBS) volume size, Review AWS Cost Explorer and Budgets, Configure AWS Backup policies, Check instance status logs for failures
Scott
Slack Solutions Expert
Recent activities: Resolving login issues, Managing Data Loss Prevention settings, Implementing custom workflows, Setting up enterprise-grade security protocols
Eduardo
Google Workspace Tech Support
Recent activities: Managing email aliases and group memberships, Enforcing 2-Step Verification (2FA) for users, Connecting Google Workspace with third-party apps
Carol
GitHub Support Engineer
Recent activities: Generate recovery codes for lost 2FA access, Setting up organization-wide repositories, Managing access controls, Implementing CI/CD pipelines
David
Zoom Troubleshooting Expert
Recent activities: Modify global recording policies in Zoom Admin settings, Submit a request to Zoom Billing Support, Assign Large Meeting or Webinar add-on licenses
Anika
Microsoft 365 Escalations Engineer
Recent activities: Reassign ownership of email, OneDrive, and SharePoint files, Verify Azure AD security settings, Remove licenses and adjust billing settings
Mai
Dropbox Support Specialist
Recent activities: Verify folder permissions and adjust access levels, Enable external sharing and adjust link settings, Enforce MFA policies, Configure 3rd party app integrations
Grace
HubSpot Implementation Expert
Recent activities: Create a new user and assign appropriate permissions, Create and apply default email signatures for users, Restore accidentally deleted contacts, Embed tracking codes and forms into the site
Henry
AWS Systems Expert
Recent activities: Expand Elastic Block Store (EBS) volume size, Review AWS Cost Explorer and Budgets, Configure AWS Backup policies, Check instance status logs for failures
How Tier 1 Works
Unlike other IT support tools focused on logging and routing work, Tier 1 triages, asks for clarification if needed, and then completes the work.
Ask Tier 1 anything
Whether it's a question or a service request, Tier 1 is on it. Reach out your way, through your ticketing system, email, or Slack. Tier 1 is always ready.
Tier 1 goes to work
Tier 1 works like a teammate—trained on your processes and apps. Your request is routed to AI agents specializing in specific products (e.g., AWS) or work areas (offboarding), who clarify, plan, and execute.
It's done
Once Tier 1 completes the work, the agent will reach out to you and let you know the work is done.
Things Tier 1 can help with
View by:
By support request types
Account Management
- Create a Google account.
- Reset my password.
- Unlock my account.
- Update my username or display name.
- Terminate an old account.
- Enable two-factor authentication.
- Disable two-factor authentication for a locked account.
- Merge duplicate accounts.
- Change account recovery options.
- Reassign account ownership.
Access Requests
Email and Communication Tools
- Create an email distribution list.
- Grant access to a shared mailbox.
- Enable access to Microsoft Teams or Slack channels.
- Add/remove from email groups.
File Sharing and Storage
- Grant access to a shared Google Drive folder.
- Update permissions on a Dropbox/SharePoint folder.
- Set up access to a Box or OneDrive account.
Repositories and Codebases
- Grant access to check in code to a repository (GitHub, GitLab, Bitbucket).
- Request read/write access to a specific branch.
- Remove permissions for a departing team member.
Internal Tools
- Grant access to Salesforce or other CRM tools.
- Enable permissions for Jira, Trello, or Monday.com boards.
- Set up access to internal HR systems (e.g., Workday).
Hardware and Device Requests
- Request a new laptop or desktop.
- Replace a broken keyboard or mouse.
- Order an additional monitor.
- Request a phone or headset for remote work.
- Set up a printer or scanner.
- Configure a new mobile device for work use.
- Enable VPN access on a device.
- Request a docking station or ergonomic equipment.
Software and Applications
- Install licensed software (e.g., Microsoft Office, Adobe Suite).
- Request access to cloud platforms (e.g., AWS, Azure, GCP).
- Troubleshoot software installation issues.
- Update software to the latest version.
- Revoke access to decommissioned applications.
- Migrate settings or data to new software.
- Configure settings for custom applications.
Network and Connectivity
- Reset Wi-Fi passwords.
- Resolve VPN connection issues.
- Enable remote desktop access.
- Report slow network speeds.
- Request a guest Wi-Fi login.
- Troubleshoot Ethernet connectivity.
Permissions and Approvals
- Approve a software purchase request.
- Set up delegation for email/calendar approvals.
- Update permissions for department-specific software.
- Enable/disable specific features in project management tools.
Troubleshooting and Maintenance
- Resolve email delivery failures.
- Recover accidentally deleted files.
- Fix application crashes or freezing issues.
- Investigate and resolve system performance issues.
- Unblock URLs mistakenly flagged as restricted.
- Restore access to disabled accounts.
HR and Onboarding Support
- Set up new hire accounts and access.
- Transfer access from a departed employee to a manager.
- Enable benefits portal access.
- Request ID badges or security tokens.
- Request time-tracking software setup.
Data and Reporting
- Pull user activity logs.
- Create a custom report or dashboard in analytics tools.
- Update metrics in performance tracking software.
- Recover lost data from a backup.
Other
- Schedule an IT training session.
- Report phishing or suspicious emails.
- Request assistance with digital signage setup.
- Request help for a conference room AV system.
- Configure email signatures or templates.