IT Ticketing Agent

Project

Artificial Intelligence

Intermediate

Use Template

This is a 'Project' template which means that it contains a group of workflows that work together to achieve a particular aim

IT Ticketing Agent

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Overview

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This accelerator enables you to create an AI-powered IT agent that searches across multiple sources to provide comprehensive answers to your team's questions, generates tickets in Jira, and updates tickets in Jira. The agent combines knowledge across sources to deliver accurate, contextualized responses and augment your IT service desk team.

Key Features

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• Documentation Search: Leverage your organization's documentation

• Intelligent Response Generation: Uses advanced LLMs to synthesize information from multiple sources

• Conversational Deployment: The agent can be deployed to your internal communication tooling (like Slack, Microsoft Teams, Email, etc)

• Standard Operating Procedures: Use Google docs as a source of truth for your procedures and FAQs to give the agent easy access to a living document used by the team.

Prerequisites

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1. Before implementing this template, you will need:

   1. To make sure your organization has this AI feature enabled (Admin access required)

   2. Access to a Tray.io instance with API credentials

   3. API access to your documentation

   4. Authentication credentials for Jira

   5. Authentication credentials for Google Docs

Getting Live

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Initial Setup

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1. Create a new project

2. Select "Merlin Agent Builder"

3. Select the IT Ticket Agent accelerator

4. Create or select required authentications

Configure Knowledge Sources

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1. Index your documentation

   1. Use one of our indexing templates to index your unstructured knowledge

2. Google Docs

   1. Add your Google Docs API credentials

Deploy the Agent

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1. Enable the main workflow

2. Test with sample queries

3. Monitor performance and adjust the system prompt as needed

Key Workflow Components

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Knowledge Processing

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• Knowledge ingestion: Indexes your unstructured knowledge

• Standard operating procedures: Reviews your living document with SOPs for common requests

Query Processing

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• Query Understanding: Agent reasons over the user questions

• Response Generation: Synthesizes information into coherent answers

• Session Management: Maintains context across invocations of the agent that are related

Best Practices

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1. Regularly update your knowledge base

2. Monitor and adjust RAG thresholds

3. Review and refine response quality

4. Implement feedback loops for continuous improvement

5. Add more tools that have access to internal knowledge (CRM, Internal Documentation, etc)

6. Run evaluations - you can follow our guidance here