8 min read
The 3AM Ticket Problem: What IT Leaders Lose to Overnight Downtime
After-hours IT support automation closes the overnight gap your dashboards hide - and what a 3am ticket really costs when nobody is on shift.
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L1 Deflection
5 posts on L1 Deflection.
8 min read
The Ticket That Never Existed: How to Measure Deflection You Can't See in Your ITSM
IT ticket deflection ROI is hard to prove when Dex resolves before the ticket — here's how IT leaders measure the work that never leaves a ticket behind.
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The L1 ticket that never reaches a human: a password reset in Microsoft 365
A Microsoft 365 password reset traced through Dex Go's investigate, plan, policy gate, execute, and audit loop — where governed autonomy actually lives.
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L1 is a tax. Here's how to stop paying it.
Tier 1 volume isn't a staffing problem — it's a structural tax on IT. Here's the math, and the mechanism that removes the work instead of reducing it.
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How Dex Go resolves password requests in Microsoft 365
How to automate password resets in Microsoft 365 — under policy, with full audit, no ticket required. A working approach to the most expensive Tier 1 work.
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