For MSPs
For an MSP (an IT firm that runs IT for client companies), Solvue is built for the simple first-line problems that come back across clients.
More for MSPsIT help that sees the screen.
Solvue is IT help employees can talk to. It looks at the screen with them, marks the button or setting to use, checks the fix on the laptop, and writes a short record for IT. The employee does every click.
Built for the people who run IT support.
For in-house IT teams
For an in-house IT team, Solvue is built for the repeat, simple tickets, at the employee's own screen.
More for IT teamsOne problem, from first words to record.
Move through the demo with the next-step button, or click the control Solvue marks.
You
Nobody in the meeting can hear me.
Solvue
I'll look at the screen with you, and we'll fix it together.
An example walkthrough with sample screens.
How a fix works.
Everything happens in one spoken conversation, at the screen where the problem is.
- 01
The employee talks
The employee presses Get help and says what is wrong, in their own words. Solvue answers by voice, one step at a time, and the employee can interrupt it at any point, as they would interrupt a colleague.
- 02
It looks
Solvue sees the screen only during the session, and a small bar on screen shows when it can see. End session ends it at any time.
- 03
It points
Solvue says the next step out loud and draws a box around the button or setting to use, on the employee's real screen. The employee does every click.
- 04
It checks
Solvue reads the state of the laptop, such as the microphone level, the print queue or the Wi-Fi connection. A fix counts as checked only when that check passes. Otherwise the record says so.
- 05
It writes the record
Each session ends with a record with fixed fields, such as the problem type and the outcome. If the employee presses Send, a short note that describes the problem is added.
Problems employees fix, and ones for the IT team.
Some IT problems only need someone to show where to click. Anything else goes to the IT team.
Built to guide
- Meeting audio and camera in Teams
- Outlook on the desktop
- VPN client and Wi-Fi connections
- OneDrive and SharePoint file sync
- Printing and stuck print jobs
- Displays and settings
- How-to questions in Microsoft 365 apps
Handed to the IT team
- Cannot sign in to the laptop
- Password and MFA resets
- Requests for access to apps or data
- Broken or missing hardware
- Anything that needs admin rights
A record written for the IT team.
For a problem that needs a person, Solvue is built to give the technician the case already described.
Example ticket records
| Ticket | Problem | Outcome | What shows it |
|---|---|---|---|
| SV-1042 | Audio, microphone | Check passed | Microphone input level |
| SV-1041 | Printing, stuck print job | Check passed | Print queue empty |
| SV-1040 | Outlook, search not working | Employee confirmed | No device check possible |
| SV-1039 | VPN, cannot connect | Handed to IT | See Note for IT below |
Note for ITWi-Fi connectedInternet reachableVPN sign-in tried again, same errorHand-off reasonNeeds admin rights: VPN certificate renewal | |||
Check passed
A device check on the laptop passed after the fix.
Employee confirmed
The employee says it works, but no device check was possible.
Handed to IT
Solvue could not fix it and handed it to the IT team.
Your team sets the scope.
Before a pilot, we agree with your team which problems Solvue may guide, which of your written procedures it follows, and where the cases it can't fix go.
Example set-up sheet
1Problems Solvue may guide
Meeting audio and cameraOn
PrintingOn
VPN and Wi-FiOn
Outlook on the desktopOn
OneDrive and SharePoint syncOff
2Where unresolved cases go
VPN and Wi-FiThe network team
All other problemsThe service desk, second line
3Written procedures Solvue follows
When one of your written procedures matches the problem, Solvue follows it.
What Solvue sees, and what it keeps.
The employee's laptop
- Voice
- Screen
- Device checks
Visible for the whole session.
Sent only during a session
The AI service providers
- Understand the voice and the screen
- Find the control to mark
A typed record only
Built to go to your ticket tool
- Problem type
- Number of steps
- Outcome
- Check result
A note for IT only if the employee sends it.
Started by the employee
Solvue runs only after the employee presses Get help. It never starts on its own.
Always visible
A small bar stays on screen while Solvue can see. The employee can end the session at any time.
Nothing recorded
Solvue keeps no recordings, no screenshots and no transcripts of sessions.
The employee clicks
Solvue says the next step out loud and marks where to look.
No passwords
Solvue never asks for a password. Sign-in and password problems go to the IT team.
What's in the record
The record holds no voice and no screen images.
The note for IT
Personal details are removed by fixed rules first. The employee reads the note and chooses to send, edit or not send.
No scoring of people
Solvue doesn't rate or rank employees, doesn't watch between sessions, and doesn't try to read emotions.
A data processing agreement is part of any pilot. The details are in the privacy policy.
Bring one real IT problem.
Tell us about a problem your desk sees every week. We'll show Solvue working on it.
- 01We reply by email to find a time.
- 02If it fits, we plan a pilot with your team.
Your request has arrived.
We'll reply by email to find a time for the demo.
To add anything, write to [email protected].
Questions.
Can Solvue see everything on the screen?
Yes, but only during a session. Solvue does not watch between sessions.
What happens to the voice and the screen images?
During a session, the voice and the screen images go over encrypted connections to AI service providers, which understand them and find the control to mark. Solvue keeps no recordings, screenshots or transcripts.
What goes in the ticket record?
The record holds fixed fields: problem type, outcome, check result, hand-off reason, number of steps and time taken. If the employee chooses Send, a short note for IT is added, with personal details removed by fixed rules.
Which ticket tools is the record built for?
The record is built to go to service desk and PSA tools. ServiceNow, Jira Service Management, Freshservice, Zendesk, HaloPSA, ConnectWise PSA, Autotask and Kaseya BMS are the targets. None of these connections works yet.
Does it run on Windows?
Yes. A Windows version runs today and is in final testing before pilots. Voice on Windows is still to be tested. Solvue also runs on Mac.