Key concepts
Ten terms cover almost everything in the product. Read them once and the other pages will make sense.
The terms
- Ticket
- A record in your PSA. RemediateDesk reads it, links it to a machine, and can write an internal note back.
- Session
- One piece of work the AI does on one machine. A ticket usually has one, started automatically or by you. A message you type in a machine's chat starts one too.
- Company
- A client of yours. Machines belong to a company. Some screens still use the older word office for the same thing.
- Endpoint or machine
- A computer with the agent installed: a workstation, a laptop or a server.
- Agent
- The small program on the machine. It only dials out to RemediateDesk, runs the commands it is told to, and sends the output back.
- Autopilot instruction
- Plain-English directions you write once for a type of problem. The AI follows them every time a matching ticket arrives. The product also calls it a playbook.
- Trust level
- How much an Autopilot instruction may do unattended. There are three: Assisted, Trusted and Zero-touch.
- Approval
- Your yes or no to a step that changes a machine. A card shows the exact commands before you decide.
- Approval mode
- A per-machine setting, shown as Autonomy in the chat header, that decides how many steps ask first: Ask for everything, Auto-run safe commands or Auto-run everything.
- Autosend
- A message you schedule to arrive in a chat later. It is not a task on the machine.
The five session states
Every session is in exactly one of five states, and the Dashboard, the Tickets page and the feed all use the same words.
| State | Meaning |
|---|---|
| Needs approval | The AI proposed a step and is waiting for your yes or no. |
| Needs technician | The AI has stopped and a person has to look: it ran out of ideas, hit a limit, or went idle. |
| Running | The AI is working on it now. |
| Resolved | Finished, with the fix checked. |
| Handed off | The AI diagnosed it, could not act, and a technician has since taken the ticket over. |
Severity is separate from state. A Critical ticket that has sat idle sorts above a Low one waiting on an approval.
Two words that are easy to confuse
Schedule always means a Windows Scheduled Task that lives on the machine and survives a reboot. Autosend always means one of your chat messages sent later. If you need something to happen on the machine on its own, you want a schedule, and you ask the AI for one.