TierSignals helps technicians shorten support calls, reduce lookup pauses, ask better questions, and document support work accurately — using live conversation context and PSA client data.
Ask whether Outlook on the web works, or only the desktop app.
Client uses Duo MFA. Confirm Duo enrollment before resetting MFA factors.
User reported repeated M365 auth prompts after password reset. Outlook + Teams affected. Next: verify MFA registration, review sign-in logs.
Every minute spent looking up a runbook, switching to the PSA, or rewriting a ticket note shows up in margin and CSAT. TierSignals removes those gaps in-call.
Tier 1 stops the call to find client context or a runbook.
Ticket quality varies by technician and shift.
Approval rules and VIP handling get skipped under pressure.
Tier 2 receives handoffs without sign-in logs or impact.
TierSignals sits in a quiet right rail next to the call. Technicians keep their attention on the requester. The feed answers the question they were about to look up.
TierSignals listens to the live call, applies the client's PSA context, and surfaces short, operational guidance cards. The technician stays in control of every action.
Ingest the live conversation from Google Meet or Zoom via Recall.ai.
Load the client's stack, approval rules, VIPs, and known issues.
Next questions, procedures, missing info, risk warnings, similar tickets.
Reviewable ticket note ready for paste into the PSA.
Each signal card is short, scannable, and tied to the live conversation and PSA client data.
Ask whether this affects Outlook on the web or only the desktop app.
Acme Manufacturing uses Microsoft 365, Duo MFA, Huntress, Datto, and SonicWall.
Permission changes for this client require manager approval before implementation.
Do not grant direct admin access. This client requires group-based access changes.
A similar issue was previously resolved by clearing cached Office credentials.
Before escalating, capture affected device, error message, sign-in logs, business impact, and steps already attempted.
User reported repeated Microsoft 365 authentication prompts after password reset. Technician confirmed issue affects Outlook and Teams. Next step: verify MFA registration and review sign-in logs.
"We stopped losing the first eight minutes of every M365 ticket to context switching. The signal feed answers what we were going to look up anyway."
"The note draft alone justifies it. Our Tier 1 notes are finally readable on Monday morning."
"Adoption was the easy part — the feed shows up where the technician is already looking."
The dashboard surfaces signal usefulness, ticket-note quality, and ingestion health. Service managers tune signal types per workspace and watch the curve move.
Meeting bots via Recall.ai. PSA integrations are advisory-output only — TierSignals never auto-writes to your PSA.
Shorter calls, fewer pauses, more consistent runbook adherence, better escalation handoffs, and ticket notes you'd actually want to read.