AI Agent for IT Ticket Management

Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Agent Actions

These actions run automatically during your conversation with the specialized agent.

Example

Adding a comment to a ticket

Scenario: John already has an open ticket and he wants to add new information for the support team.

John: My ticket number is INC-004812. Add a comment to my ticket about my VPN issue. I tried connecting from the Chicago office Wi-Fi and it fails after multi-factor authentication, but it works on cellular hotspot.
AI Agent: I can add that update to INC-004812. To confirm before I post it, do you want the comment to include that it works on hotspot but fails on Chicago office Wi-Fi after multi-factor authentication?
John: Yes, include those details.
AI Agent: Your comment has been added to INC-004812. You can view it with the other comments on the ticket.

Comments that this agent adds appear alongside the comments that fulfillers and employees post on the ticket. For more information, see Add Ticket Comments to an Incident.