IT Incident Resolver AI Agent

Auto-analyzes new IT tickets, suggests resolutions from history, assigns the ideal resolver, and alerts managers for SLA-critical issues.

Details

CREATED BY

Subash Ramu

DEPARTMENT

FEATURES

TOOLS / INTEGRATIONS

PARTNERS

RESOURCES

The IT Incident Resolver AI Agent (also known as SmartResolver) streamlines the support process by analyzing new IT tickets and recommending the best steps for a fast fix. It automatically matches tickets with the right team member and alerts managers if a deadline is at risk. By using data from past issues, the agent ensures that IT teams spend less time on paperwork and more time solving technical problems.

Problem Addressed

Before using this agent, IT teams often struggled with manual and unorganized support processes, including:

Manual Triage: Teams had to read every incoming ticket by hand to decide where it should go.
Missing Context: Support staff often lacked the historical data needed to solve recurring issues quickly.
Incorrect Assignments: Poor logic led to tickets being sent to the wrong people, causing unnecessary delays.
SLA Breaches: Critical tickets would sometimes be missed, leading to broken service level agreements (SLAs) without anyone noticing in real-time.

What the Agent Does

The agent acts as an intelligent dispatcher and advisor for your IT service desk:

Suggests Solutions: Applies machine learning to your past ticket data to recommend the best resolution steps for new issues.
Assigns the Right Expert: Automatically sends tickets to the best-suited resolver based on the specific problem and the person's performance history.
Monitors Deadlines: Tracks SLA status and automatically notifies managers if a ticket is at risk of being late.
Summarizes Issues: Creates quick insights for management so they can understand the state of the help desk at a glance.

Benefits

Faster Fix Times: Get instant suggestions on how to solve problems based on what worked in the past.
Better Team Performance: Ensure every ticket goes to the person most qualified to handle it.
Zero Missed Deadlines: Stay ahead of SLA risks with automatic alerts for management.
Reduced Manual Work: Eliminate the need for a human to manually sort and assign every incoming request.

Standout Features

AI-Driven Assignments: Uses ticket context to find the perfect resolver every time.
Real-Time SLA Alerts: Sends instant notifications before a service agreement is breached.
Context-Aware Suggestions: Provides helpful resolution tips that are specific to the type of issue reported.
SLA-Based Prioritization: Automatically moves high-priority or at-risk tickets to the front of the line.
Auto-Summarized Insights: Delivers brief, easy-to-read reports on ticket trends for managers.

Who This Agent Is For

This agent is built for IT departments, help desk managers, and technical support teams.

Ideal for:

IT Support Managers: Leaders who need to prevent SLA breaches and improve team efficiency.
Help Desk Tier 1 & 2: Technicians who want fast, data-backed suggestions on how to resolve tickets.
Service Desk Analysts: Teams looking to automate the triage and assignment process.
Enterprise IT Teams: Large organizations dealing with a high volume of daily support tickets.

Frequently asked questions

How does the agent know how to solve a new ticket?

The agent uses machine learning to look at your historical ticket data. By seeing how similar problems were solved in the past, it can recommend specific resolution steps to help your team fix the issue faster.

How are tickets assigned to team members?

Assignments are based on the context of the ticket and the performance history of your staff. The agent identifies who is best-suited for a specific task and routes the ticket to them automatically.

What happens if a ticket is about to miss its deadline?

The agent provides real-time monitoring of all SLAs. If a ticket is at risk of breaching an agreement, the agent will automatically alert a manager so they can take action before a problem occurs.

Can the agent prioritize tickets?

Yes. The agent uses SLA-based prioritization to ensure that the most urgent tickets or those closest to breaching their deadlines are escalated and handled first.

Does management get reports on these incidents?

Yes. The agent automatically creates summarized insights for management. This allows leaders to stay informed about the types of issues coming in and how quickly they are being resolved without reading every individual ticket.