The introduction of Collision-Free Ticketing and Cooper Copilot brings powerful features designed to streamline workflows, improve accuracy and enhance service delivery — all at no additional cost. Together, they represent a significant leap forward, enabling IT teams to work smarter and faster. Here’s everything you need to know about these game-changing features.

Collision-Free Ticketing: Smoother workflows, zero overlap

Handling service tickets is a critical function for any IT team, but overlapping efforts often lead to inefficiencies and user confusion. Collision-Free Ticketing addresses this pain point by ensuring that your team is always aligned and informed.

Key Benefits:

• Real-time collaboration alerts: The system intuitively displays when another technician is viewing the same ticket, preventing duplicate work or overwritten updates. This ensures efforts are not wasted and resources are effectively utilized. Technicians no longer need to worry about stepping on each other’s toes while working on the same issue.
• Instant change notifications: Any modifications made to a ticket’s fields are immediately visible to other users accessing the same ticket, maintaining data integrity and avoiding miscommunication. This minimizes the risk of conflicting updates and ensures everyone is on the same page.
• User response awareness: If an end user adds a note or responds to the ticket while a technician is drafting a reply, the system ensures the latest updates are visible before the response is sent. This avoids redundant responses and maintains professionalism in communication, fostering better relationships with users.

By eliminating unnecessary overlaps and improving communication between team members, Collision-Free Ticketing streamlines ticket resolution and enhances customer satisfaction.

Cooper Copilot: AI-powered assistance for technicians

AI is reshaping industries, and Kaseya is bringing this transformative technology to its PSA solutions with Cooper Copilot. Designed specifically for BMS and Vorex, this AI assistant empowers technicians with tools to deliver faster, more accurate service while easing the cognitive load of complex tasks.

Cooper Copilot’s core features:

1. Smart Ticket Summary

   Technicians often lose valuable time navigating lengthy email chains to understand an issue. With AI-generated summaries, Smart Ticket Summary provides concise overviews of email threads or escalations, highlighting key details and actionable next steps. This allows technicians to focus on resolving issues efficiently without getting bogged down in unnecessary reading.

2. Smart Writing Assistant

   Communicating technical details clearly to end users can be challenging. The Smart Writing Assistant helps technicians craft clear, professional and user-friendly responses, ensuring updates are both accurate and easy to understand. By enhancing communication, this tool fosters trust and clarity while maintaining a polished, professional tone.

3. Smart Resolution Summary

   Documenting resolution steps manually is often tedious and time-consuming. Smart Resolution Summary automates this process, capturing detailed resolution steps to build a knowledge base for future reference. This feature not only accelerates problem-solving for individual technicians but also boosts team-wide collaboration and efficiency over time.

Cooper Copilot leverages state-of-the-art large language models (LLMs) to interpret human language with remarkable speed and accuracy. This capability equips technicians with insights that improve their efficiency and customer interactions, making AI an indispensable part of the IT workflow.

Why these features matter

Kaseya’s introduction of Collision-Free Ticketing and Cooper Copilot underscores its dedication to enabling IT professionals to do more with less effort. These tools simplify day-to-day operations, reduce errors and empower teams to focus on delivering exceptional service. Importantly, they’re included at no additional cost, providing immediate value without straining budgets.

A new standard for PSA tools

With the addition of these features, BMS and Vorex solidify their status as industry-leading solutions for IT professionals. Whether it’s preventing ticketing missteps or harnessing AI to streamline resolutions, Kaseya continues to deliver tools that redefine productivity and user satisfaction.

For IT teams looking to elevate their service desk performance, the message is clear: innovation doesn’t have to come at a premium. Collision-Free Ticketing and Cooper Copilot are here to transform the way you work — efficiently, seamlessly and affordably.

The post Kaseya Delivers More Value to BMS and Vorex Users With AI-Powered Features at No Additional Cost appeared first on Kaseya.

Security breaches are mostly caused by more than one instigator. It can involve hacking, malware, human errors and other factors. According to the 2019 Data Breach Investigations Report (DBIR) by Verizon, about 21 percent of security breaches were due to human errors and 15 percent of the breaches were caused by an application or data misuse by authorized users.  

To prevent breaches, security teams must patch quickly. However, IT teams are held back by manual processes and off-network systems that hinder their ability to patch on time. About 57 percent of cyberattack victims report that their breaches could have been prevented by installing an available patch. 

Automate the Patch Management Process 

The biggest challenge for patch management is the fact that the process is time-consuming and requires constant attention. This can, however, be overcome by automating the various IT processes related to software patching. 

Auto Discovery of Endpoints:  You can’t patch what you can’t see. Auto-discovery of every single endpoint in the IT environment reduces the risk of blind spots and keeps every system in view.  

Create Patch Deployment Policy: Configure how and when to deploy the patches based on your organization’s patching requirements and to minimize network impact. Use a patch management solution that minimizes network bandwidth consumption.

Automate Patch Deployment: Use a systematic and automated solution that deploys scheduled patches across all systems without any manual intervention. 

Scan for Missing Patches: Automate the process of researching the latest patches and determining which patches are missing on systems to ensure that your systems are always up-to-date. Schedule scans for missing patches and updates.

Automate Reporting: An up-to-date patch status and compliance report should be automatically generated in the event of patch deployment. This is helpful for security compliance reporting.

Patch management plays a critical role in ensuring that companies keep their systems fully up-to-date with the latest security patches. A robust patch management solution that provides a single view of all the patches installed on machines across the organization and that automates patching should be a key component of an organization’s IT security strategy. Reduce your cybersecurity risk and ensure that endpoints are in compliance with your security policies. 

Kaseya VSA patch management software provides real-time visibility of the patch status of your entire IT environment, including on and off-network devices. VSA’s Software Management module is powered by policies that allow you to automate software management across platforms and easily address the complexities of software patching. 

To learn more about VSA, request a demo.  

The post Reduce the Risk of Vulnerabilities by Automating Security Patch Management appeared first on Kaseya.