---
schema_version: "1"
id: 19e4b984107a415940db272930fa33f360c3837e6910cefdb7b13ba0d9b3a7ff
title: AI Agent for IT Ticket Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_agentforce_superagent_ticketmanagementassistance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_agentforce_superagent_ticketmanagementassistance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1bafdd5aa5884a947187e9ccf213b52ce3309e5426e4ba62b40c34c8cd78db1b
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

## Agent Actions

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

- [Identify Record by Name](https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_identify_record_by_name.htm&type=5&language=en_US)
- [Answer Questions with Knowledge](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_answrplcyquestion.htm&type=5&language=en_US)
- [Summarize Ticket For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_summincforemplyes.htm&type=5&language=en_US)
- [Create Incident For Employee](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_createincidentforemployee.htm&type=5&language=en_US)
- [Add Comment to Record](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_addcommentrecord.htm&type=5&language=en_US)
- [Reopen Ticket](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_reopenticket.htm&type=5&language=en_US)
- [Get Relevant Tickets By Description](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getincidentsbasedondescription.htm&type=5&language=en_US)
- [Get Eligible Service Catalog Items](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getelgblesrvcecatalogitems.htm&type=5&language=en_US)
- [Execute Service Catalog Item Flow](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_executeservicecatalogitemflow.htm&type=5&language=en_US)
- [Get Product Launch Card](https://help.salesforce.com/s/articleView?id=ai.agent_ref_it_srvcs_getproductlaunchcard.htm&type=5&language=en_US)

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity.").