IT Support

MSP serving 200+ SMEs in the Gulf region.

Service
AI-monitored ticketing system with automated escalation.
Clients
TechNova Solutions (Dubai, UAE)
Date
October 2025
Software
COPTIMAS (Business Plan), Zendesk (migrated), Microsoft Teams, n8n.
Location
Dubai, UAE

Transforming Ideas into Interactive Reality. Elevating Brands Design & Code

Challenge:
Missed SLAs due to poor visibility. Critical tickets sat unresolved for days, triggering client penalties.

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Innovative Design Solutions Tailored to Your Brand

Solution:
COPTIMAS replaced Zendesk with a visual, AI-augmented workspace:

  • All tickets logged with priority (P1–P4) and SLA timer (e.g., P1 = 2 hours)
  • AI agent sent real-time alerts to Teams if SLA was at 80% capacity
  • Overdue tickets auto-escalated to senior engineers and account managers

Results:

  • SLA compliance: 99.5% (from 82%)
  • Client churn ↓ 15%
  • Engineer productivity ↑ 25% (less time hunting for tickets)
  • Monthly penalty fees: $0 (vs. avg. $3,200 previously)

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