AI customer service agent that resolves routine tickets
The Ticketagent AI agent works inside your help desk. It reads every ticket, drafts a reply from your knowledge base, closes the routine ones on its own and hands the rest to your team with a summary. It is part of the seat price, not a second bill.
Try the AI customer service agent on your own message
Paste a real customer message, pick a channel and an SLA policy, and run it. You see the classification, the routing, the SLA clock and the draft with its source.
Ticket
- Category
- Priority
- Sentiment
- Language
- Customer intent
Routing
- Assigned team
- Rule that fired
- First response due
AI agent
Auto-resolve Hand to agent- Draft reply
- Cited article
- Confidence
- Decision
- Summary for the agent
What the AI agent does on every ticket
Classifies
Sets category, priority, sentiment and language, and writes the customer's intent in one line. Your routing rules use these fields.
Drafts with a source
Writes a reply grounded in your knowledge base and approved replies, and shows the article it used, so the agent can check it in one click.
Resolves when it is allowed to
Sends the reply and closes the ticket when the intent is on your approved list and the confidence is above your threshold.
Hands over when it is not sure
Passes the ticket to a person with a two-line summary and the draft, so nobody starts from zero.
Looks things up
On Business, the agent calls your own API to check an order or an account before it replies, so "where is my order" gets the real status.
AI guardrails your team controls
An AI agent is only useful if the team trusts it. These controls decide exactly what it may do.
- Approved intents: a list of the request types the agent may resolve alone, such as password reset, invoice copy or order status
- Confidence threshold: the agent resolves only above the score you set, for example 0.85
- Source requirement: no cited article, no auto-resolve
- Channel and customer limits: keep VIP customers or chat always with a person
- Reopen handling: a customer reply after an auto-resolution goes straight to your team
- Audit trail: every AI action is logged with the ticket, the source and the score
- Kill switch: turn auto-resolve off for one intent or for the whole workspace in one click
Which tickets to give the AI customer service agent first
Start with requests that have one correct answer written down in an article and no judgment call.
| Request type | Good first candidate | Why |
|---|---|---|
| Password reset link | Yes | One documented procedure |
| Invoice or receipt copy | Yes | Answer comes from a known place |
| Order status | Yes, with an order lookup action | Real status from your system |
| How do I do X in the product | Yes, when an article covers it | The article is the answer |
| Refund request | Draft only at first | Needs a policy check |
| Bug report | Hand to agent | Needs investigation |
| Angry escalation | Hand to agent | Needs a person |
The full method is in the guide on AI ticket auto resolution.
AI included in the seat price
Every plan includes AI drafts on every ticket and a pooled monthly volume of AI auto-resolutions: 50 per seat on Starter ($29 per agent), 150 on Team ($59) and 400 on Business ($99). A team of 10 on Team shares 1,500 auto-resolutions a month. There is no charge per resolution and no credit pack, so turning automation on does not create a second budget line. See help desk software pricing.
Your data and the AI
- The agent answers from your knowledge base and your approved replies
- Your ticket data is not used to train shared models
- Every draft shows its source, and every action is logged
- Admins can export or delete ticket data at any time
More on help desk security.
AI customer service agent questions
A ticket the agent answers and closes without a person sending the reply. Drafts your team sends do not count.
The agent keeps drafting and classifying, and routine tickets go to your team until the next billing month. A higher plan raises the pool.
Yes. It detects the customer's language and drafts in it, using your articles as the source.
It is instructed to answer only from your articles and approved replies. With no matching source it does not auto-resolve and hands the ticket to a person.
Yes. Auto-resolved tickets stay in their own view with the reply, the source and the score, and the audit log keeps every action.