Ticket classification
Auto-classify and prioritise incidents and service requests on arrival.
ITSM Resolution Agent · Agentic Solution · Powered by AIVortex
ITSM Resolution Agent — resolve tickets, not just route them.
The ITSM Resolution Agent classifies incidents and requests, summarizes them, suggests resolutions from your knowledge base and helps with RCA and SLAs — so IT teams close tickets faster with a human in control.
Ticket classificationIncident summariesSuggested resolutionRCASLA awarenessKnowledge base
ITSM Resolution Agent · Agentic Solution
ResolveTicketsRCAKnowledge
Query · Service Desk
“This incident keeps recurring on the VPN — what's the likely cause and fix?”
ITSM Agent · grounded resolution
Three similar incidents in 30 days point to a certificate expiry on the VPN gateway. Suggested fix from the knowledge base is attached; a change request has been drafted and an RCA note started.
KB · VPN-cert-renewalincidents · 3 similarSLA · breach risk
Route to Network Engineer Assign
audit · logged · 11:09:51 · inc=4 · KB=VPN-12
Capabilities
From ticket noise to faster resolution.
The ITSM Resolution Agent reads every ticket, classifies and summarizes it, and suggests a grounded resolution from your knowledge base — helping agents resolve instead of just triaging.
Incident summaries
Summarize long ticket threads into a clear, current picture.
Suggested resolution
Recommend fixes grounded in your knowledge base and past incidents.
Root-cause analysis
Correlate recurring incidents and help draft RCA notes.
SLA awareness
Surface SLA risk and prioritise tickets before they breach.
Knowledge automation
Turn resolved incidents into reusable knowledge-base articles.
How it works
Classify, summarize, resolve, learn.
01 — Classify
Triage tickets
Classify and prioritise incidents and requests automatically.
02 — Summarize
Understand fast
Summarize the ticket and pull related incidents and context.
03 — Resolve
Suggest the fix
Recommend a grounded resolution from knowledge and history.
04 — Learn
Capture knowledge
Feed resolved cases back into the knowledge base.
The agent suggests and drafts — engineers approve and act. Every recommendation is grounded and every action logged.
Built for
For IT service teams.
Service desk
Resolve common tickets faster with suggested fixes and summaries.
Infrastructure & ops
Spot recurring incidents and support RCA across systems.
ITSM owners
Keep SLAs and knowledge healthy with less manual effort.
A natural fit alongside the Enterprise OneAgent and your Microsoft estate.
Let's build
See the ITSM Agent resolve a ticket.
Bring a sample of tickets and a knowledge base, and we'll show classification, summaries and suggested resolutions on your own data.