Features for your service desk
GoLine1 handles routine calls, captures clear requests and keeps your team in control of the handoff.
PDF · 3 pages An overview of the service and a detailed feature reference.
What GoLine1 can do
- A dedicated Australian local number, or forward your existing one
- Natural-language phone assistant, answering at any hour
- New tickets raised after the call with caller details and suggested impact and urgency
- Status checks and updates on existing tickets, and withdrawals where enabled
- ServiceNow or Jira Service Management integration
- Answers from your own documents and FAQs
- Known-outage announcements
- Optional password reset: a texted code, then a link to your own Microsoft Entra self-service reset
- Email summaries, and optional SMS confirmations
- Transfer to a person when someone is available
- Admin console with call outcomes and reporting
- Processing and storage in Australia
What each integration needs from you
- ServiceNow
- An integration user with web-service access and the itil role, on an instance we can reach over HTTPS.
- Jira Service Management
- A Cloud service desk, its request type, and an API token for an account that can raise requests.
- A sending address on your domain, verified once, and the inbox requests should go to.
- Password resets
- Off by default. Microsoft Entra ID with self-service password reset enabled, an app registration with read-only directory permissions, and SMS (below). GoLine1 texts a code to the mobile in each user’s Entra profile, then a link to your reset page; it never sets a password.
- Knowledge base
- Documents with selectable text (PDF, Word or text). Scanned images can’t be read, and the console says so.
- Transfer to a person
- A number or queue for the assistant to transfer to, and the hours it’s staffed.
- SMS confirmations
- Optional. A registered Australian sender ID for your organisation, which can take days to weeks to approve.
Estimate the phone time you’d save
Enter your desk’s routine calls and the time each one takes. Estimate time savings and optionally compare your current support staffing cost.
Count the routine calls your desk takes in a week, and the time an operator spends answering and logging each one.
Average across all covered hours, including quiet nights.
Fine-tune handling and review assumptions
Your team’s cost and estimated time value
- Current staffing cost / year
- Current staffing cost / month
- Value of time saved / year
- Value of time saved / month
- Annual time value after GoLine1 cost
Time value represents capacity released for other work, not a guaranteed reduction in salary costs. Calls are assumed to be shared in proportion to headcount. Value is capped at the selected team’s salary-plus-super cost. Enter a quote to compare annual time value with GoLine1’s annual cost.
PHONE TIME PER WEEK
500 calls × 25% handled × 5 minutes saved ÷ 60.
An estimate from your own figures, not a guarantee. Calculated on your device; nothing is sent.
How this estimate works
Full-time equivalent measures call-handling capacity using a 38-hour week. GoLine1’s cost is included in the optional staffing comparison only when you enter a quote. Enter a quote to include GoLine1’s price in the comparison. All GoLine1 prices are in AUD, excluding GST.
Australian business, hosted on AWS Sydney (ap-southeast-2).
Under your organisation’s name
The assistant answers as your service desk. Callers, your staff and your ticketing system see your brand, not ours.
- Your name and greetingCallers are welcomed by your organisation, in your words. Every phrase the assistant says can be reworded.
- A voice you choosePick from a range of natural Australian and international voices.
- Your phone numberKeep your existing service desk number and forward it, or take a new local number.
- Emails from your domainRequest summaries and verification codes come from your own address.
- Texts under your nameWhere SMS is set up, texts show your organisation’s registered sender ID.
- Your tickets, your formatRequests land in your ServiceNow or Jira with your reference prefix, categories and assignment groups.
Common questions
How does a customer pilot work?
We agree the calls and integrations to test, then work with your team on your systems before any wider rollout.
Is it assessed for government use?
GoLine1 is ready for an IRAP assessment but has not yet been assessed. Read more.
Will callers hate talking to a bot?
It says up front that it is an automated assistant, asks only what your desk needs, reads it back to confirm, and callers can ask for a person at any time. If nobody is free, it takes a callback request and never promises a time it can’t keep.
What if it gives a wrong answer?
It answers only from your own documents and FAQ, checks each answer against the passage it came from, and won’t repeat a phone number or link that isn’t in your source. If it isn’t sure, it takes a message instead.
Where does our data go?
Hosted in Sydney (AWS ap-southeast-2). Calls, AI processing and records stay in Australia. Your email and ticketing providers keep data under their own arrangements. Data and security.
How much setup is there?
A pilot needs a phone number, your FAQ or documents, and where requests should go: email, ServiceNow or Jira. We set it up with you.
Human handoff with a clear fallback
When callers ask for a person, GoLine1 offers the call to your configured service desk queue and gives the receiving agent the reason for calling. A configurable wait limit defaults to 60 seconds, with one additional 30-second recovery interval if dequeuing fails. If nobody answers, the caller can choose to leave a callback request with confirmed details and a reference. Outside staffed hours or on a queue failure, the callback offer is immediate.
Callback requests reach your configured ticketing system and service desk email through the usual delivery path. They are requests for your team to follow up, not automatic outbound calls or promises of a callback time.
Handoff requires a configured Connect queue and agents.
Pilot status
The updated pilot implementation requires deployment and live routing and delivery acceptance before customer use.
Review, improve and test
Call review links outcomes, summaries, knowledge sources and handoff details. Mark calls for attention and add reviewer notes. Optional conversation text follows the customer’s retention and consent policy; GoLine1 does not record audio.
Knowledge-gap reporting groups repeated unanswered questions and answers callers rejected. Assign an owner, track follow-up work and turn a gap into a saved regression scenario.
Saved scenarios test the current knowledge-answering and safety path. Choose an expected answer, fallback or blocked request, add required answer phrases, and review recorded pass/fail results. These checks complement live call and provider testing.
See how it could work for your desk.
We’ll agree a practical pilot scope around your calls and systems.