Answer a ticket without jargon
TodayYou know what to do, but writing it for someone who can’t tell the browser from the desktop takes longer than the fix.
With ClaudeA clear, step-by-step reply the user can follow on their own.
- 5 min
- every day
AI training · Tech and data
AI training for IT support technicians
AI reads a screenshot of an error message, rewrites your reply without jargon, and turns a fix into a step-by-step article. You keep the diagnosis, the hands-on work on the machine, and the contact with the user.
In brief
AI for IT support technicians, in brief
AI helps IT support technicians with tasks such as “Answer a ticket without jargon,” “Understand an error message from a screenshot,” and “See if an issue is already known.” Start with a single task, in Claude: allow 5 minutes the first time, and always review the result before you use it.
- 10concrete use cases
- 6recommended tools, 5 of them free to start
- 3 to 30 minper use case, the first time
The tasks where AI helps most
- Replies to tickets and calls
- Troubleshooting workstation issues
- Setting up workstations and accounts
- Knowledge base articles
- Service call reports
- Escalation to the next tier or the vendor
Use cases
10 concrete AI use cases for IT support technicians
For each task: how it goes today, then with the tool. And the time it takes the first time.
Copilot on Windows · A question asked about a screenshot
Understand an error message from a screenshot
TodayAn error code you’ve never seen, a user waiting on the phone, and ten forum tabs open.
With Copilot on WindowsWhat the message means, causes ranked by likelihood, and the order of checks to run on the machine.
- 5 min
- every day
Perplexity · “Pro Search”
See if an issue is already known
TodayFive machines have had the same problem since yesterday’s update. The answer probably exists somewhere, between the vendor and the forums.
With PerplexityThe known leads for this issue, with the link to the vendor’s article and the date of each source.
- 5 min
- every week
Also
Gemini Notebook · A “Support” notebook
Find the team’s procedure during a ticket
The in-house procedure that applies, cited down to the passage, or confirmation that you need to escalate.
- 5 min
- every day
ChatGPT · “Chat” mode, with screenshots attached
Write a step-by-step knowledge base article
An illustrated article ready to publish, so you stop answering the same request ten times.
- 15 min
- every week
Wispr Flow · Hands-free mode
Dictate the report after a service call
A complete service call report, written into the ticket while you pack up your gear.
- 3 min
- every day
Zendesk · Ticket summary, then “Enhance writing”
Sum up a long ticket before escalating it
A complete escalation note: the next tier picks up the case without asking the same questions again.
- 5 min
- every week
VEED · “Record,” then “Edit with Script”
Record a video tutorial for users
A short captioned video, to attach to tickets and add to the knowledge base.
- 30 min
- every month
Claude · Excel file, in the conversation
Build the checklist for a new workstation
A checklist as an Excel file, stage by stage, so you never forget an access on arrival day.
- 15 min
- as needed
DeepL · Translator, then Ctrl + C + C
Open a ticket with a foreign vendor
A complete support request in German, and the vendor’s reply read in English.
- 10 min
- as needed
All 10 use cases on this page are in Nova, each with its steps and its prompt.
Try the interactive demoOne use case, start to finish
Claude for IT support technicians: answer a ticket without jargon, step by step
- 5 min
- every day
What to check
Don’t paste the user’s name, a password, or a server address. A temporary password gets added by hand, through the channel your team has set up.
Answer a ticket without jargonClaude- Copy the user’s message, without their name or email address.
- Open claude.ai and paste the prompt below, with the solution in shorthand.
- Ask for a tweak if needed: “Shorter,” or “Say where the menu is.”
- Check each menu name on a machine, then paste the reply into the ticket.
The prompt to copy
You’re helping me reply to a user who isn’t comfortable with computers. Their request: [paste the message]. The solution, in notes: [your steps in shorthand]. Write a short, courteous reply: one sentence showing the problem is understood, numbered steps with a single action per step and the exact name of each button in quotation marks, what they should see at the end, and what to do if it doesn’t work. No technical term without an explanation. Don’t add any step I didn’t give you.
My path
What you’ll be able to do, one step after another
In Nova, “My path” starts from your level: one next step at a time.
Talk to AI like a colleague
The first moves, with free tools.
Write faster, without mistakes
In your jobAnswer a ticket without jargon
Get answers from your documents
In your jobUnderstand an error message from a screenshot
Find an answer you can trust
In your jobSee if an issue is already known
Never retype anything again
In your jobFind the team’s procedure during a ticket
For a team: everyone moves forward in their own job. You see the team’s progress, never one person’s activity.
The tools
AI tools for IT support technicians, and what they cost
Claude
Free to startRewrite a technical reply for a user, turn your notes into a checklist or an article, and get it all back as a Word or Excel file.
Recommended planFree to start. Then: Pro, $20 per month ($17 per month if billed yearly).
Copilot on Windows
Free to startAlready in Windows 11: you capture an error message and ask what it means, or you describe a setting and it gives you the path.
Recommended planFree with a personal Microsoft account. For Copilot Vision: Microsoft 365 Personal, €10 per month, or €99 per year.
Gemini Notebook
Free to startYou upload the team’s procedures and the guides for your business software. During a ticket, it finds the right one and shows the passage.
Recommended planFree: 50 sources per notebook and 50 questions per day. Included in Google Workspace if your company uses it.
Wispr Flow
Free to startYou dictate the service call report into the ticket while packing up your gear. The text comes out punctuated, without the hesitations.
Recommended planFree, $0: 2,000 words per week on computer, 1,000 on phone. Then: Pro, $15 per user per month ($12 if billed yearly).
VEED
Free to startRecord your screen in the browser, cut the flubs by deleting text, add captions: a short tutorial saves you from repeating the same explanation.
Recommended planFree, €0: screen recording, up to 60 minutes per take, with the VEED watermark. Without the watermark: Creator, €29 per month, or €179.99 per year (App Store price).
Zendesk
If your support runs on Zendesk: a summary of a long ticket and a suggested first reply, right in the ticket.
Recommended planSuite Team, €55 per agent per month, billed yearly. Summaries and first replies require the Copilot add-on, €50 per agent per month, billed yearly, on top of the plan.
Prices taken from the vendors’ official pages, dated on each tool page. These subscriptions are not included in Nova. Brands are named to identify the tools. No affiliation.
Ground rules
The rules to follow with AI in this job
Always do this
- Never put a password, a two-factor authentication code, or a license key into an assistant, even to go faster.
- A ticket contains personal data: remove the name, the email address, and anything that identifies the user or a customer before copying a message or a screenshot.
- A fix suggested by AI gets verified on the vendor’s website and tested on a single machine before it’s applied to several.
- Follow your team’s procedures: AI doesn’t know your permissions, your fleet, or your company’s security rules.
Never hand this to AI
- Running a command or a registry edit you don’t understand on a user’s machine.
- Asking it how to get around a security rule: administrator rights, antivirus, encryption.
- Sending a reply written by AI without rereading it: one wrong menu name wastes everyone’s time.
Questions
Frequently asked questions about AI for IT support technicians
Which AI tools should IT support technicians use?
Nova recommends 6 to start with: Claude, Copilot on Windows, Gemini Notebook, Wispr Flow, VEED, and Zendesk. 5 of them can be used for free to get started.
How does Claude help IT support technicians?
Rewrite a technical reply for a user, turn your notes into a checklist or an article, and get it all back as a Word or Excel file. The plan to choose: Free to start. Then: Pro, $20 per month ($17 per month if billed yearly).
Where should IT support technicians start with AI?
With “Answer a ticket without jargon,” in Claude. Allow 5 minutes the first time. A clear, step-by-step reply the user can follow on their own.
Is this an accredited course that leads to a certificate?
No. Nova is software, not an accredited training provider: it issues no diploma or certification. It costs €19 per month for one person, and €129 per month for a team of up to ten people.
Go further