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

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Benefits

Analyzes new IT incident tickets, recommends resolution steps, auto-assigns tickets to the most suitable resolver, and alerts managers about SLA risks.

Problem Addressed:

Before SmartResolver, IT teams were stuck manually triaging incoming tickets, often without historical context. Poor assignment logic led to delays, and critical tickets would silently breach SLAs due to a lack of real-time monitoring.

What the Agent Does:

• SmartResolver applies machine learning on past ticket data to recommend resolutions.
• Assign to the best-suited resolver based on ticket context and performance history, and notifies managers of SLA breaches automatically.

Standout Features:

• AI-driven resolver assignment
• Real-time SLA breach alerts
• Context-aware resolution suggestions
• SLA-based prioritization for escalations
• Auto-summarized ticket insights for management

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.