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    timo.ai: What You Need to Know


    timo.ai is a comprehensive ticketing solution designed to streamline all customer communications in one centralized platform, ensuring exceptional service experiences. While the tool is pre-configured for standard processes, it remains adaptable to accommodate the majority of Exela Employees' requirements. The product boasts state-of-the-art features that can be easily configured and deployed for Help Desk or support solutions.

    What are the roles in timo.ai?

    Fixed Roles: Admin, Customer & Agent

    Admin: Responsible for configuring the system, workflows, email setup, designing ticket types, and defining actions to facilitate the movement of tickets across various queues.

    Customer: As a Customer (Requestor), users can raise tickets against any group.

    Agent: As an Agent (Analyst) who works on tickets, individuals can update tickets for the group to which they are assigned.

    Additionally, the agent role can be replicated with different role names, allowing for the definition of privileges specific to certain groups for which access needs to be provided or restricted.

    How do I log into timo.ai?

    Users can log into timo.ai by accessing the URL: https://timo-ai.exela.global/. From there, they can click on the "Exela Employees" button or "Customer Login," depending on their role, to be redirected to the login page. 

    Alternatively, if you are already logged into HCM, you do not need to provide credentials again, as automatic login will be facilitated.

    I have never logged into timo.ai. Can I log into timo.ai without going through a user ID setup?

    No, users cannot log in to timo.ai without undergoing a user ID setup. If XIAM validates credentials, timo.ai will automatically register users with a Customer role. Subsequently, with the assistance of the Help Desk/L1 team, additional privileges for the agent role can be obtained.

    As an agent, why am I unable to raise a ticket against another Group?

    The user's permissions are defined by both their role and the Group they are mapped to.

    As members of the Help Desk/Global IT Infra team, we often need to respond to customer queries that require actions by other group members who aren’t part of our team. How can I raise a ticket against a group that isn't part of Help Desk/Global IT Infra?

    Special Privileges Role in timo.ai allows for:

    • Raising tickets against the Help Desk by any group.

    • Raising/Modifying tickets by the Help Desk team against any group.

    • Raising tickets by the Global Infra team against any group. However, once created, unless the respective group reverts, the same can't be modified by the Global Infra team.

    Based on the Group Category, there will be an additional step to choose the Group Subcategory for some options. Depending on the selected Group Category, Group fields will be listed.

    I am unable to select a Group while raising a ticket. What is the issue?

    If you are raising a ticket as a customer, select the ticket type and group category. Based on the chosen group category, you may have an additional dropdown for the subgroup category or will get groups listed in the dropdown.

    I am unable to select an owner while editing a ticket. What is the issue?

    Possible reasons could include:

    • Not being part of the group.

    • Not having created access to the group you are looking for.

    • Owners not assigned to the group.

    What is the Overview feature?

    Overviews are predefined queries that can be set at the role level. Due to the volume of Groups, Overviews are currently only set up at the Group level.

    I am not getting the columns that I would like to see in overview reports.

    There will be a button at the top of the page named “Options.” Clicking on it will allow you to choose which attributes you want to view as part of the overview.

    Can I download the tickets in a spreadsheet?

    The Report profile, displayed with a Graph symbol at the bottom of the page, allows downloading in spreadsheet format.



    How do i raise a ticket for GIT team for UAT deployment ?

    Select the Platform Support Group category & Application Support Sub-group.

    You will get GIT team for deployment through tickets.


    Why i am not able to add in CC field additional interested users/stakeholders in my ticket ?

    Only agents can add additional resources as part of their ticket, provided the particular group has been enabled with email id.

    CC field is not part of a ticket while creating, however agents can see the ticket with reply option and it will have the CC field.

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