Use Case - Service Desk and Ticket Kiosks

Connecting the service desk to 24Cevent via webhook or API. When a ticket with a defined priority is received, 24Cevent notifies the technician on duty via WhatsApp, Teams, or phone call, and if there is no confirmation within the specified time, it automatically escalates to the next person in the chain.

Yes. The integration works both ways: an alert can generate a ticket in the service desk with all its details, and when the incident is resolved in 24Cevent, the ticket is updated or closed without manual intervention. This eliminates double entry and keeps both tools in sync.

With correlation and grouping rules applied before the ticket is created. If a single root event triggers multiple alarms, they are all consolidated into a single incident, and a single ticket is generated, rather than filling the queue with identical entries that someone then has to close one by one.

24Cevent automatically logs the timestamps for each event: when it was created, when it was reported, when it was confirmed by a manager, and when it was closed. Using this information, it calculates MTTA, MTTR, and SLA compliance, without relying on someone to manually consolidate the data at the end of the month.

No. Your service desk remains the source of tickets and service management. 24Cevent handles the notification and response layer: ensuring that urgent issues reach the right person, escalating them when there is no response, and updating the ticket with the information.

Automating the initial response. 24Brains acts as a Level 1 support system: it receives the request, diagnoses known issues, and resolves repetitive cases before they take up a technician’s time. Only issues that require human judgment are routed to the help desk queue.