Communications Hub

Every request, from intake
to resolved.

Email, chat and tickets from thirteen channels land in one queue — enriched with live
estate and telemetry data, triaged by priority, and answered with a draft that’s already
grounded in what your infrastructure is actually doing.

✉Inbox13 channels connected

CHANNEL

STATUS

OPEN 9P1 2AI DRAFT READY 5avg first response · 40s

🎫

INC-1182 · API rate-limitingP2IN PROGRESSD365

Customer "stripe-webhook" integration team requesting a limit increase.

✦ draft readySLA 3h 12m

💬

payments-api p95 latencyP1IN PROGRESSSlack

#payments-oncall — p95 crossed 800ms for 5 min. Correlated to DB pool.

✦ draft readySLA 42m

🎫

INC-4471 · checkout-api OOMKilledP1NEWServiceNow

Pod restarted 4× in the last hour after the v2.14.3 deploy.

✦ draft readySLA 18m

✉

Cert expiry — 4 hosts in 60 daysP3AWAITING APPROVALOutlook

Automated notice from the cert auditor; renewal plan attached.

✦ draft readySLA 2d

💬

Access request — dc-west consoleP3AWAITING APPROVALTeams

New joiner needs read access to the dc-west collector view.

SLA 1d 4h

🎫

OPS-812 · GPU node ECC errorsP2NEWJira

h100-node-1 reporting 14 ECC errors in 24h. Drain recommended.

✦ draft readySLA 6h

🎫

INC-1179 · storage capacity alertP2AWAITING APPROVALD365

vol-tier1 at 92%. Tiering plan prepared and awaiting approval.

SLA 5h

✉

Monthly capacity report requestP4NEWOutlook

Steering group asking for the utilisation summary ahead of Thursday.

SLA 3d

💬

legacy-circleci-role still activeP3IN PROGRESSSlack

#security flagged an admin IAM role unused since Jan 2025.

SLA 1d

🎫

INC-4468 · DNS resolution failuresP2RESOLVEDServiceNow

Intermittent lookup failures in us-east-1. Resolved by cache flush.

closed

🎫

OPS-806 · switch config driftP3RESOLVEDJira

lb-tor-1 MTU mismatch reverted to golden baseline.

closed

Nothing matches those filters.

INCIDENT-TO-RESOLUTION MANAGEMENT

One ticket. Six stages. No swivel
chair.

The difference between a ticketing tool and Lumi: it doesn’t just hold the request, it works it — pulling hardware
telemetry, estate facts and the conversation history into a resolution you can send.

INC-1182 · API rate-limiting — customer "stripe-webhook"draft

Intake

Enrich

Diagnose

Draft

Approve

Resolve

01 · INTAKE — arrived via Dynamics 365

New ticket assigned to your queueP2D365

From stripe-webhook's integration team: API rate-limiting issue. Lumi matched it to the payments service and opened INC-1182.

02 · ENRICH — pulling estate + telemetry

Context attached automatically

estate · telemetry · Slack thread · change calendar

inbound webhook38% utilization

current limit100 rps

related2 open tickets

03 · DIAGNOSE — is the ask actually safe?

Capacity headroom confirmedSAFE

At 38% utilization on the inbound webhook endpoint, doubling the limit to 200 rps stays well inside headroom. No deploys in the last 4h; no correlated errors.

04 · DRAFT — written in the customer voice

Reply drafted71% confidence

You're currently running at 38% of the inbound webhook capacity, so lifting your rate limit from 100 to 200 rps is safe on our side. We'll apply it today and confirm once it's live.

05 · APPROVE — human in the loop

Awaiting your readAPPROVAL

Capacity pre-check passed and the service owner signed off. The change is staged, not applied.

06 · RESOLVE — closed and documented

Limit applied · customer notified · ticket closedRESOLVED

Rate limit raised to 200 rps, reply sent, RCA attached and written back to D365. total time 6m 20s

INBOX & COMMUNICATIONS HUB

Thirteen channels, one queue.

Your ITSM stays the system of record. Lumi aggregates the conversation wherever it
happens — and writes back.

Exchange Outlook Google Workspace Teams Slack WhatsApp Dynamics 365 ServiceNow ManageEngine BMC Helix Jira Freshservice SendGrid

AI-ASSISTED RESOLUTION

Answers grounded in your estate, not guesses.

Most AI ticket tools summarise the ticket. Lumi reads the infrastructure behind it — so the draft contains real capacity maths, not sympathetic filler.

1

Pulls the hardware truth

Live utilization, telemetry and estate facts for the exact service in question.

2

Writes in your voice

Customer-facing or internal, matched to how your team actually writes.

3

States its confidence

A number on every draft, so you know what to read closely.

4

Sends and logs

Reply goes out, ticket updates, RCA attaches — in the system of record.

INC-1182 · draft reply71% confidence

Grounded in:

inbound webhook38% utilization

current limit100 rps

headroom check200 rps safe

Thanks for flagging this. We've reviewed the limits on your integration — you're currently running at 38% of the inbound webhook capacity, so lifting your rate limit from 100 to 200 rps is safe on our side. We'll apply it today and confirm once it's live.

Phrased for the customer voice · needs your read before it goes out.

APPROVAL WORKFLOW · rate-limit change2 of 3 complete

✓Automated capacity checkpassed · 38% util

✓Service ownerapproved · 2m ago

◷Change advisoryawaiting · SLA 4h

·Apply & notify customerqueued

PRIORITY, STATUS & APPROVALS

Nothing moves without the right sign-off.

Priority and status track automatically from intake to close, and anything that changes production waits for the approvals your policy requires.

1

Auto-triaged priority

P1 to P4 assigned from impact and blast radius, not from who shouted loudest.

2

Status that updates itself

New → in progress → awaiting approval → resolved, driven by real activity.

3

Multi-step approvals

Automated checks, service owner, then CAB — with SLA timers on each.

4

Written back to ITSM

Written back to ITSM Every step lands in ServiceNow, D365 or Jira as the record of truth.

CAPABILITIES

What the workspace covers.

◎

Incident-to-resolution

Intake, enrich, diagnose, draft, approve, resolve — tracked end to end on one record.

✦

AI-assisted resolution

Drafts grounded in live telemetry and estate facts, with a stated confidence.

⇄

ITSM integration

ServiceNow, D365, Jira, Freshservice, ManageEngine and BMC Helix stay the system of record.

✉

Inbox & comms hub

Exchange, Outlook, Google Workspace, Teams, Slack, WhatsApp and SendGrid in one queue.

▲

Priority & status tracking

Auto-triaged severity and self-updating status with SLA timers.

✓

Approval workflows

Multi-step sign-off with automated pre-checks before anything touches production.

🔗

Estate-aware context

Every ticket linked to the hosts, services and devices it actually concerns.

📄

Auto-documentation

RCA written and attached on close, so the record is complete without the chore.

▤

Full audit trail

Who approved what, when, and on which evidence.

WHY IT MATTERS

The ticket queue stops being the
bottleneck.

Most service desk time isn’t spent solving problems. It’s spent finding context, chasing
owners and writing the same reply again.

FIRST RESPONSE

hours

40 seconds

A grounded draft is waiting before anyone opens the ticket.

CONTEXT GATHERING

6 tabs

on the ticket

Telemetry, estate facts and history attached at intake.

TICKET DEFLECTION

manual triage

auto-resolved

Routine requests close without reaching a human.

RCA COMPLETENESS

when there’s time

every close

Documentation written automatically at resolution.

👤

For the ITOps / ITSM engineer

DAY TO DAY

✓

Stop writing the same reply

The draft is already there with real numbers in it — you review and send.

✓

One queue, not seven apps

Slack thread, D365 ticket and customer email are the same conversation here.

✓

Context comes to you

No hunting dashboards to find out whether the host is actually struggling.

✓

The paperwork writes itself

RCA and ticket notes complete on close, so the record is
done.

◈

For the organization

ON THE BALANCE SHEET

✓

SLAs you actually hit

First response in seconds moves the metric customers judge you
on.

✓

More tickets, same team

Routine volume resolves itself, so headcount tracks growth instead of ticket count.

✓

Keep your ITSM investment

ServiceNow or D365 stays the system of record — this sits on top, not instead.

✓

Auditable service delivery

Every approval and action evidenced, which is what audits actually test.

Figures are illustrative. Results depend on ticket mix, channel coverage and how much you let Lumi resolve unattended.

Get started

Watch one real
ticket resolve itself

Connect one mailbox and one ITSM instance. We’ll run last week’s
tickets through and show you what would have closed on its own.

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Orchestrate

Cowork

Resolve

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