Level 2 support for device fleets, done before your team opens the ticket.

Terrier investigates each ticket in your systems, then answers the customer or tells your team what's wrong.

Note on ticket #48213Review mode: not sent

“Nobody can badge in at the north entrance since this morning.”

The badge	OKActive. Three different people were turned away.
Access rights	OKAll three are allowed through this door.
Door schedule	OKOpen for badges, 06:00–20:00.
Reader	FaultRejecting every badge since a software update at 06:11.

Next step: your engineers roll back the reader update. Draft reply to the customer is ready.

Example with invented data.

How it works

Reads the ticket
Works out what kind of problem it is, and whether it's one Terrier handles.
Investigates
Checks the account, the settings and the device itself. Most investigations take minutes.
Routes it
Writes up what it found and sends the ticket to whoever can fix it.
- The customer gets an answer, for ticket types you allow and only when every check passes.
- Their administrator is told the exact setting to change.
- Your engineers get the fault, with the evidence attached.

Safety

Only the tools we build for you.
Your fleet or admin API, device logs, metrics and device databases. Terrier can only use the tools we build and you enable.
No commands of its own.
Every device operation is agreed with your team in advance. It never gets a shell.
Read-only unless you add actions.
Actions, like restarting a service, are added only if you ask for them.
Every step on the record.
We can show you exactly what it did on any ticket.

Put in your own numbers to see what level 2 takes from your engineers each month.

Terrier runs on your real tickets and writes a note for your team. Customers see nothing. When you've seen enough, you choose what it answers.