Every IT ticket lands with the right team, with the details they need

The AI reads each new ticket, picks the team and priority, asks the employee for any missing detail and assigns it in ServiceNow, ready to work on.

Used day to day by
  • IT service desk
  • IT team

How it runs with AI

The AI reads each ticket as it arrives and picks the team and priority from what your teams have fixed before. It asks the employee on Teams for any missing detail, adds similar past fixes and groups tickets that point to one outage. Each team gets tickets it can start on.

How it is done today

Tickets reach the IT desk by email and the ServiceNow portal, often as one line like "printer not working". A service desk agent reads each one and picks a priority and one of many support teams. Tickets that land with the wrong team move from queue to queue, and engineers start by asking for the asset number.

Step by step

Where the work happens, what the AI does, and where it hands over to a person.

  1. Step 1, AI

    Reads every new ticket from email and the portal

    Needs to know: Common issue types

    In ServiceNow

  2. Step 2, AI

    Works out the team and the priority for each one

    Needs to know: What each team owns, Past resolved tickets, Priority rules

    In ServiceNow

    Exception to step 2

    Sends tickets it is unsure about to the service desk lead to assign

  3. Step 3, AI

    Asks the employee for the missing detail on Teams

    Needs to know: Details each team needs

    In Microsoft Teams

    Exception to step 3

    Sends the ticket on when there is no reply, with the gap marked

  4. Step 4, AI

    Fills in the ticket and assigns it to the team

    Needs to know: Similar past fixes

    In ServiceNow

  5. Step 5, Person

    Starts the fix with the details already in the ticket

    In ServiceNow

What stays with a person

  • Starts the fix with the details already in the ticket

How it knows which team to pick

Before it starts, the AI reads your past resolved tickets in ServiceNow to see which team fixed each kind of problem at each site. Your service desk lead writes a short note for each team on what it owns. When a ticket fits two teams, or looks like nothing it has seen, it goes to the service desk lead to assign.

Apps in this example

  • ServiceNow
  • Microsoft Teams

The same flow works with the apps you use.

This fits you if

  • Your IT desk logs more than 1,000 tickets a month in ServiceNow
  • Tickets often move between teams before someone starts work
  • You support several plants, offices or entities, each with its own IT people
  • Engineers often begin by asking for the asset number or the error message

What to watch for

  • The service desk lead assigns every ticket the AI is unsure about, and each choice is added to the examples it works from
  • Your IT team decides what counts as P1, for example a stopped production line, and the AI follows that list
  • Someone owns the list of teams and what each one covers, and updates it when teams or sites change
  • Tickets about a suspected phishing email or a lost laptop go straight to the security team

Read more

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