Digacore Eliminates Manual Triaging and Saves Hundreds of Hours Monthly

Digacore knew they needed to get control of their workflows, so they worked with Neo Agent to automate their entire triaging and user management process systematically.

They started with automated ticket triaging that handles all the manual setup work. Instead of dispatchers spending time on type, subtype, tech level, summary updates, and contact assignment, Neo Agent does all of this automatically for every incoming ticket.

The real game-changer was implementing pod-based routing automation. Neo Agent now automatically identifies which company a ticket belongs to and routes it to the correct pod board without any manual lookup or moving. The complex logic that used to require human knowledge is now handled instantly by the AI.

For contact and company assignment, they set up automated contact matching that identifies the correct contact from the original email and assigns them to the ticket. No more tickets sitting without proper contact information.

They also implemented M365 user onboarding and offboarding automation for all their 365-only clients. Instead of technicians manually creating users, Neo Agent handles the entire process based on custom instructions for each client's specific requirements.

The key was using custom instructions in plain English to capture all the client-specific nuances. Instead of hoping technicians would remember and follow complex documentation, Rob could tell Neo Agent exactly how each client wanted things done, and it would follow those instructions perfectly every time.

Throughout the setup process, Digacore worked closely with Neo Agent's team to fine-tune the complex logic and ensure everything worked exactly how they needed it.

The transformation at Digacore was immediate and massive. Within weeks, they had turned their biggest operational headaches into smooth, automated processes that just worked.

The triaging automation delivered the most obvious wins. Dispatchers now focus on answering phones and creating tickets instead of spending time on manual routing and setup. The complex pod-based routing that used to require lookups and manual moves now happens automatically for every ticket.

User management became incredibly efficient. User creation went from 10-15 minutes down to just 2 minutes with Neo Agent handling the heavy lifting. With 10 user creations per day, that's saving over 2 hours daily — more than 10 hours per week just on user setup alone.

The time savings across all processes are substantial. Rob reported saving "tens of hours per week" on triaging alone, and "hundreds of hours per month" on user management processes. That's significant technician time that can now go toward solving actual client problems instead of administrative overhead.

But perhaps the biggest win was eliminating inconsistency and errors. As Rob put it: "It helps us eliminate errors. It really does. Because it just gets it. It just does it the same thing every time." No more hoping technicians will follow documentation — Neo Agent follows the custom instructions perfectly every single time.

The contact assignment issues are completely gone. Tickets no longer sit without proper contact information because Neo Agent automatically identifies and assigns the right person from the original email.

The team is still getting used to using the automation, but when they do, the results are dramatic. Instead of different technicians doing things their own way, there's now one consistent process that works the same way every time, eliminating the cleanup work that used to follow inconsistent implementations.

For Digacore, Neo Agent didn't just save time — it gave them predictable, reliable processes they can count on as they continue to grow their client base.