Agentic L1 and L2 resolution
From first message to a verified fix.
Squash gathers context, builds a plan, acts through the tools you approve, and checks that the fix actually worked — adapting when the first idea doesn't.
Where automation stops
A completed workflow is not a resolved ticket.
Fixed flows work while the request matches the path someone predicted. Real service desk work rarely does: details are missing, environments differ, and the first hypothesis is often wrong. When a rigid flow runs out of road it stops — and the technician inherits a ticket with no record of what was already checked or tried.
How it works
Plan, act, verify, adapt.
Squash keeps working the problem until it verifies the result or has a clear reason to hand off.
01
Understand
Read the request, identify the user and their environment, and work out what is known and what is missing.
02
Plan
Form a hypothesis and pick the safest useful next step from the tools and runbooks approved for that client.
03
Act and verify
Run the action, then look for evidence it worked. A successful tool call is not the same as a fixed issue.
04
Close or escalate
Confirm with the client and document the ticket — or hand it to a technician with the full trail of what was tried and why.
What it resolves
The tickets your queue sees every day.
L1 and L2 work across identity, Microsoft 365, and endpoints — the requests that fill an MSP queue.
- 01
Outlook keeps asking me to sign in.
- 02
Set up Jordan's accounts before Monday.
- 03
I can't get into the shared mailbox.
- 04
This laptop was flagged by the security tool.
- 05
Add the new hires to the sales distribution list.
- 06
My MFA prompts stopped arriving after I switched phones.
Every product runs inside the same guardrails.
Squash only acts through the integrations and scopes you approve, pauses for approval on sensitive work, and keeps a reviewable record of what it did and why.
FAQ
Questions about Ticket Resolution.
Start the workflow earlier
Send the right work into resolution automatically.
See how Squash understands, prioritizes, and dispatches each request before a technician opens the queue.