IT ticket resolution
Help desk tickets diagnosed and resolved, or routed
How a run goes
The steps this agent takes, in order, and what each one leaves behind.
Reads the ticket and the user's records
Reads each help desk ticket, diagnoses it from the knowledge base and the user's device and account records
Applies the knowledge base and the allowed actions
Resolves the requests it is allowed to, such as password resets and standard software, and drafts the reply
Resolves or routes with the notes
Routes the rest to the right queue with the diagnosis attached
Works in
ServiceNow, Okta, Slack
ServiceNow, Okta, SlackWhat it does
- Reads each help desk ticket, diagnoses it from the knowledge base and the user's device and account records
- Resolves the requests it is allowed to, such as password resets and standard software, and drafts the reply
- Routes the rest to the right queue with the diagnosis attached
Connects to
Need it to work differently?
Every agent can be changed: the steps it takes, the systems it uses and who approves what.