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AI ticket triage: Every ticket arrives ready to work

The Automate AI agent classifies, diagnoses, and contextualizes every ticket before an IT admin opens it.

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What is AI ticket triage?

AI ticket triage prepares every new ticket before an IT admin opens it. It sets the category, checks the account and device, collects diagnostic information and knowledge articles, and writes a note for IT. It runs on top of your ITSM.

A new ticket in your ITSM starts a triage runHaloPSA,ConnectWise PSA

  1. Resolve identity

    Finds the employee and the device the ticket is about.

  2. Diagnose

    Runs read-only checks on the account and device in your tools.

  3. Find articles

    Searches your knowledge base for articles that answer it.

  4. Classify

    Sets the category and urgency, and how sure it is.

  5. Write the note

    Adds what it found and next steps for IT.

Triage rules written in plain English

Tell Automate how your team categorizes tickets and what to check, in your own words. It follows your rules on every ticket.

  • Uses your own categories and urgency levels
  • Starts from the built-in triage skill
  • Sets which checks to run in your tools

Articles from your knowledge base

Automate searches your knowledge base for each new ticket before an IT admin opens it.

  • Cites the articles that answer the ticket
  • Links each one in the triage note
  • Flags tickets no article answers

Context-relevant diagnostics

Based on the ticket’s category, Automate gathers the relevant diagnostic data from your tools and adds it to the triage note.

  • Picks the checks that fit the ticket
  • Looks up devices, accounts, and more in your tools
  • Shows each finding with the tool it came from

Works with your ITSM and tools

Tickets stay in your ITSM. Diagnostics come from any relevant tool you connect.

Browse all integrations
  • HaloPSA
  • ConnectWise PSA
  • Microsoft Intune
  • Jamf Pro
  • Okta
  • Microsoft Entra ID

Start with triage. Grow from there.

Triage tickets first, then let AI resolve, prevent, and automate the rest.

  1. 01You are here
    AI ticket triageAutomate
  2. 02AI ticket resolutionAutomate
  3. 03Self-service IT supportAssist
  4. 04IT workflow automationAutomate
Next: AI ticket resolutionRoutine tickets resolved without an IT admin.Automate

Stop preparing tickets by hand

See Automate triage your tickets in your own ITSM, with diagnostics from your tools.

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