Agentic AI Ticket Management for IT Support
Speed up ticket responses, cut SLA violations, and simplify. knowledge management with agentic workflows built for ITSM tools like Freshdesk.
Context & Problem Statement
Every day, IT support engineers are barraged by a relentless stream of tickets. Swift resolution is critical, but the real challenge is keeping response times consistent while handling high ticket volumes, varied sources, and shifting workloads.
The current gaps in the system are
Delayed Responses
Missed SLA targets and frustrated customers due to slow ticket resolution times and backlog issues.
Manual Research
Excessive time spent researching and drafting responses, reducing agent productivity and efficiency.
Knowledge Gaps
Inconsistent responses due to scattered knowledge and lack of centralized solution database.
The "Ticket Resolution Assistant AI agent" acts like a helpful second brain. It uses past ticket resolutions to auto-generate accurate replies, updates its knowledge with every solved case, and helps the team handle repeat issues more efficiently. This leads to faster response times, fewer SLA violations, and more focus on complex support tasks.
Target organization:
Ideal for mid-to-large organizations (1,000 - 3,000+ employees) with distributed IT environments and multi-channel ticket intake, where ticket resolution is essential to meet SLAs and enhance user satisfaction.
Solution Overview & Implementation
The AI agent works alongside agents with minimal setup and no system overhauls. Designed to function as a simple embedded widget/UI, it connects directly to all popular ISTM platforms like Freshdesk, HubSpot, ServiceNow, etc., using plug-and-play integrations.
Key features include:
Automated Knowledge Retrieval
Instantly pulls relevant KB articles and past resolutions to suggest ready-to-send responses.
AI-Powered Drafting
Writes personalized response drafts considering user sentiment, ticket priority, and historical data.
Knowledge Building
Automatically suggests KB updates with new solutions, creating an ever- growing knowledge base.
Simple Implementation Process
Get up and running quickly with minimal disruption to your existing workflows
Initial Setup
Connect ITSM tools and set data permissions
KB ingestion
Feed existing KB and ticket data to the AI.
Agent training and testing
Test and refine the AI’s suggested replies to match support guidelines.
Ongoing feedback
Continuously adjust the AI based on agent feedback and new ticket data.
How It Works
A streamlined workflow that integrates seamlessly with your existing ITSM tools
| Stage | What Happens | Primary Tools/Tech | Business Impact |
|---|---|---|---|
| Ticket Received | Fetch ticket details, user profile, priority status, and past ticket context from Freshdesk and CRM systems | Freshdesk API, HubSpot API | Accelerates ticket triage by reducing manual data retrieval. |
| AI Knowledge Retrieval | Retrieve relevant KB articles from vector DB using ticket embedding and similar past tickets | Vector DB–Thinkstack retrieval agent | Minimizes research time, ensuring faster responses. |
| Solution Suggestion | Generate draft response based on KB and past resolutions, analyze ticket severity & user sentiment to adjust response tone, and suggest relevant KB links | Thinkstack LLM Engine, Sentiment Analysis Model | Maintains response quality while speeding up resolution. |
| Agent Assist UI | Display suggested response with confidence level inside the agent’s ticket UI (Freshdesk embed) and allow it to approve/edit response | Embedded Thinkstack UI within Freshdesk | Keeps agents in control while guiding consistent replies. |
| Ticket Response Update | Post approved response to ticket thread, notify requester via email/chatbot/Slack | Freshdesk API, MS Graph, Slack API | Ensures prompt communication and timely SLA fulfillment. |
| KB Enrichment | Analyze modified responses for new solutions, suggest KB updates or new entries | Thinkstack KB Update Engine, Admin Approval | Expands organizational knowledge for future tickets. |
| Resolution Confirmation | Update ticket status, push metadata to CRM and reporting systems | Freshdesk API, HubSpot API | Provides actionable insights for continuous improvement. |
Ticket Resolution Assistant AI Agent
Enterprise-Grade Security
Your data security and privacy are our top priorities
GDPR & SOC 2 Compliant
Use strict access controls and encryption to protect ticket data & user privacy.
End-to-End Encryption
Secure data during retrieval, storage, & sharing across platforms.
Role-Based Access
Control who can view and modify sensitive ticket data and KB entries.
Data Retention Policies
Define retention schedules and clear old data to minimize risks.
Business Benefits
Transform your IT support operations with measurable improvements
40% Faster Responses
Gather customer details through a friendly conversation.
85% SLA Compliance
Keep response times in check by prioritizing urgent tickets based on sentiment.
65% First-Contact Resolution
Improve quality and consistency of responses with AI-assisted knowledge retrieval.
3x Knowledge Growth
Expand your KB with automatically captured solutions and best practices.
30% Reduced Escalations
Solve more issues at first level with comprehensive knowledge suggestions.
Actionable Insights
Gain visibility into ticket patterns and knowledge gaps to improve support.