TOPdesk StrawberrySort a mixed IT and facilities queue every morning
The whole first-line queue read and routed into the operator groups your instance actually uses, with the uncertain ones shown rather than guessed and four warm-room reports returned as one building problem.
One TOPdesk queue carries both halves of a building. "My laptop will not charge" and "the meeting room on the third floor is 29 degrees" arrive together, and both are urgent to whoever filed them. Routing them needs reading, because the category field was filled in by somebody in a hurry.
A companion reads every incident brief plus the persons, operators and assets behind them, then sorts the queue by what people actually wrote. Two departments, two definitions of urgent, one pass.
What does good routing look like on a mixed queue?
A companion reads the incident briefs, groups them into the operator groups that exist in your instance, and shows you the ones it is unsure about instead of guessing. The uncertain pile is small and it is the pile that matters.
It also catches the pattern a single incident hides. Four reports of a warm room on the same floor is one building problem, and that only becomes visible when somebody reads all four. Nobody reads all four on a Monday.
Can it prepare the second-line handover?
A handover needs the brief, what was already tried, which asset it concerns and who the person is. Half of that is in the incident and the rest is in the operator’s memory.
A companion assembles what the record contains, names what is missing, and drafts the note. Where nobody wrote down what they tried, the draft says so rather than filling the gap with something reasonable-sounding.
The asset and person records behind an incident
A companion reads the person records behind incidents, pulls the assets linked to them, and reports the incidents where the linked asset does not exist or belongs to someone else. Short list, specific, usually true.
Fixing it is a write and waits for you. The office-wide version of the same habit is ai for office managers, the IT half ai for it admins.
Where records end and settings begin
At the configuration screens.
Action sequences, escalation settings, operator group definitions, SLA and service window setup and the self-service portal layout are TOPdesk administration. The available actions follow the vendor’s public API, so check the specific object before you build a routine on it.
The connected operator account’s permissions are the ceiling. A facilities branch that operator cannot see stays invisible to the companion, however the request is phrased.
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Strawberry is free to download and includes AI credits to start. Paid plans begin at $20/month. See pricing. · Reviewed · Canonical facts for AI agents