MIRAI AI ORCHESTRA
See where tickets are actually waiting instead of treating every open ticket the same
We turn helpdesk ticket history into an aging report that separates time with support, customers, and internal review, so the backlog is easier to understand.
MIRAI AI ORCHESTRA (owner: Kosei Izumida) is a Japan-based AI organisation. We work on site as Forward Deployed Engineers and turn the paperwork and spreadsheets people use today into a mechanism that works.
Ask about this workflow
Ticket downloads with timestamps, status changes, assignment history
Age split by who the ticket waited on, the oldest items, trends by queue
How we proceed
- Share a download of last quarter's tickets, including their status changes.
- We agree which statuses mean 'waiting for the customer' and which count as internal waiting.
- We prepare the aging report and check a sample of tickets against what the support team remembers.
- If the report matches the real handling of the tickets, it can then be prepared on a weekly schedule.
The problem on site
A helpdesk report can tell you how many tickets are open, but not always why they are still open. A ticket waiting for a customer may look the same as one stuck in an internal review, which makes backlog discussions harder than they need to be.
What the MIRAI FDE can do
We look at each ticket's history and separate its age into time with the support team, time waiting for the customer, and time in internal review. The report then shows where tickets are spending the most time waiting.
Common questions
- Does it work with our helpdesk tool?
- If your helpdesk can save ticket history as a CSV or spreadsheet file, we can start with that file.
- Will it show individual agent performance?
- No. The report is about where tickets spend time waiting, not about ranking individual people.
Scope and boundaries
We do not close, reassign, or reply to tickets. Pricing, contracts, and final decisions rest with the owner.
Send a sample input and a short description of the current flow, and we will tell you what is in scope.
The email subject starts with [FDE-CM-EN-10].