IT services
OKTHAV, the AI assistant for your IT service desk
OKTHAV is the AI assistant built into OKTO PSA. On an IT service desk ticket, it summarizes the thread and drafts a reply or a closure. The technician reviews and approves it: nothing reaches the client without that step. OKTHAV answers from your company’s own data only.
This page also says what is not offered: no automatic alert triage in the product, and no AI phone assistant that answers calls.
What does OKTHAV do on a service desk ticket?
It reads the ticket, writes a short summary and suggests what comes next: a reply to the client or a closure. The technician reads it, edits it and sends it. OKTHAV never answers on its own.
The time saved is not in the sending. A technician picking up a long ticket sees where things stand in a few lines instead of rereading the whole thread.
This page is about OKTHAV in an IT service desk. For the wider picture (finances, documents, job sites, expert folders), see OKTHAV, the assistant built into OKTO PSA.
From ticket to approved reply, in four steps
The feature is called “ticket replies” and sits in the Suivi plan. Your company’s administrator turns it on in settings. It is off until then.
The technician opens the ticket
OKTHAV summarizes it: the problem, what was already tried and where things stand.
OKTHAV suggests the next move
A reply to the client, or a closure when the thread shows the issue is solved. The suggestion is for review, not yet with the client.
The technician approves or rewrites
Change the tone, cut a sentence, add a step. Or throw it all out and write the reply yourself.
Nothing leaves without a yes
No email to the client and no ticket closure without a human action. The decision stays with the technician.
What data does OKTHAV draw on?
Your company’s own data and nothing else. It never sees another organization’s data, and the history of its conversations stays in the database dedicated to your instance, hosted in Quebec.
Your tickets and clients
Tickets, notes, logged time, contracts and clients all live in OKTO PSA. That is where the answers come from.
Email and Outlook calendar
OKTHAV can read emails and the Outlook calendar to find a past exchange or a meeting. Read-only, and an option your administrator turns on.
SharePoint, read-only
Your procedures and reference documents can serve as a source. The answer names the document and the page, so you can go and check.
The AI provider is your call
The product connects to the AI provider you choose, never one imposed on you, and it works without one if you prefer not to turn it on.
Which plans exist, and what is in them?
OKTHAV is switched on by plan. Each option is ticked one at a time, and everything starts off.
Base
The core assistant, answering from your company’s data.
Courriel et documents (email and documents)
Reading email, the Outlook calendar and SharePoint, read-only.
Argent (money)
Questions about billing, expenses and your company’s figures.
Suivi (follow-up)
The plan that holds the “ticket replies” option: summary, suggested reply, suggested closure.
A fifth plan, Chantier, exists for construction companies. It does not apply to an IT service desk.
What about when the technician is away from the desk?
OKTHAV also answers in Telegram and by text message, with the same data and the same guardrails. A technician on the road can ask where a ticket stands, or what is waiting for a decision, without opening OKTO PSA.
One limit to know before turning on Telegram
Telegram runs on servers outside Canada. A notice says so before you activate it, which matters if your agreements with your own clients say where data may travel. Text message is the other route, and it takes over by itself if Telegram does not respond.
What is delivered, and what is not
We would rather say it plainly than let you guess. Here are both lists for an IT service desk.
Delivered in OKTO PSA today
- Ticket summary and a suggested reply or closure, approved by a person.
- Answers from your own data only, by plan, switched on by your administrator.
- Telegram and text message from a mobile phone.
- Reading of email, the Outlook calendar and SharePoint.
- One-click calling with a call log (an option you turn on), and a Teams call log with an “Open a ticket” action on a missed call.
Not offered in the product
- No automatic alert triage. Alerts from your monitoring tool arrive by email in the ticket queue and attach to the device by its name, and a technician handles them. The triage OKTO Solutions runs on its own alerts is an internal tool, not a product feature.
- No AI phone assistant that answers calls or opens tickets for you. On the phone side you get one-click calling and the call log.
- No automatic sending: a reply or a closure never goes out without approval.
Who gets the most out of it?
A team where the same ticket changes hands, or comes back after three days of waiting. The summary spares the reread. The suggested reply gives a starting point the technician adjusts to their own voice.
A ticket picked up by a colleague
The new technician reads a summary before replying instead of digging through the thread.
A client who follows up
The suggested reply starts from what was already said, so you do not ask for the same thing twice.
Solved but still open
OKTHAV suggests the closure. The technician confirms, and the satisfaction survey goes out as usual.
How do you start without taking a risk?
Turn on one option at a time and keep control of each. This order works well for a service desk.
Turn on the Suivi plan for a small group
One or two technicians try ticket replies on real tickets for a few days.
Compare with what you would have written
Note the edits you make most often. They tell you whether the summary and the tone suit you.
Add email and SharePoint reading
Only if your replies gain from citing your procedures or an exchange that already happened by email.
Decide on Telegram last
Read the notice about servers outside Canada with whoever handles compliance on your side.
Frequent questions
The questions we get asked
Your question is not here?
Write to us. A person in Trois-Rivières answers, within one business day.
Ask your questionNo. OKTHAV drafts a reply or a closure and the technician reviews it before it goes out. No email and no ticket closure is sent without human approval.
Your company’s data only, never another organization’s. Its conversation history stays in the database dedicated to your instance, hosted in Quebec.
The Suivi plan (follow-up), with the “ticket replies” option. The plans are Base, Courriel et documents (email and documents), Argent (money) and Suivi. A Chantier plan exists for construction companies only. Options are off by default and your administrator turns them on.
Not in the product. Alerts from your monitoring tool arrive by email in the ticket queue and attach to the device by its name. The triage OKTO Solutions uses on its own alerts is an internal tool.
No. OKTO PSA offers one-click calling with a call log (an option you turn on) and a Teams call log with an “Open a ticket” action on a missed call.
Yes, through Telegram and text message. Telegram runs on servers outside Canada, and a notice says so before you turn it on. The option stays off until you enable it.
Let’s talk about your service desk
Tell us how your team handles tickets. We answer your questions about the OKTHAV plans and show you OKTO PSA in the IT services demo.
OKTO Solutions, Trois-Rivières, Quebec