CUSEA Service Desk
The service desk that understands requests.
Service desk teams should solve problems — not spend the day guessing what a user actually needs from unclear messages. CUSEA runs the full service case: intake, qualification, resolution support, documentation and handover.
The operator view
This is what a case looks like for your team.
The same view operators work in. Switch the phase and watch what CUSEA contributes.
Outlook won’t connect
Nordlicht Logistik GmbH · Mara Kessler · created 4 min ago
Case history
Mara Kessler4 min ago
Outlook no longer connects to the mailbox. Since this morning it says “Disconnected” in the bottom right, web access works.
Context & assignment
- Case no.
- SMX-1042
- Customer
- Nordlicht Logistik GmbH
- Contact
- Mara Kessler
- Channel
- Portal
- Created
- 03.09.2026, 09:12
- Assigned
- Unassigned
SLA tracking
On trackResolution · target 4 h236 min left
CUSEA Copilot
Summarises the case, proposes the next steps and drafts a reply.
Analyse caseAn excerpt of the operator view with invented sample data. Not shown: effort approval, approval requests, live assist and the escalation banner — they appear only under specific conditions.
First level coverage
First level doesn't end at the answer.
CUSEA connects the service case to the affected workplace: through the CUSEA Client or connected RMM systems, device states are checked, diagnoses run and defined first-level actions executed directly.
- Flush DNS cache
- Network diagnostics
- Restart services
- Clear cached credentials
- Check printer status
- Update & agent status
How it works
From the first message to the handover.
One case, six stations — the same line the signal travels in the product.
Message
Chat, portal, e-mail or phone — every channel leads into the same process.
Understand
Issue, contact and history sit on the case; only what's missing is asked.
Diagnose
Knowledge and device context narrow down the cause — before anyone guesses.
Act
Resolved guided, or executed as an approved action directly on the device.
Document
Summary, validated details, steps and sources are created automatically.
Hand over
To your team, your ITSM — or the case stays in CUSEA Service Operations.
The difference
No ping-pong. No guessing.
The same case, twice: once as a message exchange over days, once as one continuous case.
Today
09:14 → days later
User ↔ Service desk: Mail: “Outlook not working” · Follow-up: “What exactly?” · Reply — hours later · Ticket → queue · Escalation to 2nd level · Chasing: “Any news?”
Resolved — days later. Context lost along the way.
With CUSEA
09:14 → 09:21
Request
“My Outlook won’t connect.”
Context
Contact, channel, known cause — one follow-up
Outcome
Resolved directly — or a clean handover with full context
Documented in the ITSM · SMX-1042
Built-in service operations
When no ITSM sits behind it, the case still doesn't end.
Classic ticket handling is built in: queues, priorities, SLA tracking, assignment and escalation — up to the board for the operations room. Your ITSM stays in the lead where you have one.
Sample data — the same case handling that otherwise hands over to your ITSM carries the operation itself here.
See your service desk process in CUSEA.
Bring a frequent service request — we show how CUSEA turns it into a workable case.
30 minutes, online. With a real process from your organization.