What it does
The service desk triage agent reads each new ticket, identifies the affected service and asset, searches past resolutions and the knowledge base, and routes the ticket to the right queue with a suggested fix attached.
Routing is reversible and logged; resolution stays with your engineers.
For internal service desks where tickets bounce between queues before anyone works on them.
Routing suggestions start in shadow mode and graduate category by category.
What it may and may not do
| Operation | System | Access | Note |
|---|---|---|---|
| Read new tickets | Service desk | READ | |
| Look up the asset | Asset register | READ | |
| Search past resolutions | Service desk | READ | |
| Set category and queue | Service desk | WRITE | Reversible, logged |
| Close tickets | Service desk | NEVER | Not built |
How autonomy is earned
Level 1 · Shadow
Suggests routing silently, scored against what the desk did.
Risk: none
Level 2 · Route
Routes tickets in categories where shadow accuracy was proven.
Risk: low, reversible
Compatibility
- Service desk
- ServiceNow, Jira Service Management, Freshservice
Probably not for you if
- Fewer than 1,000 tickets a month
- No usable resolution history
Questions we get asked
Will it reset passwords?
Not as built. Self-service actions can be added later, one at a time, each behind its own approval.
