An ITSM agent that takes action, not just answers

The IT support world is flooded with chatbots and ticketing tools that claim to use AI, but most only surface knowledge. A true ITSM agent doesn't just provide information. It understands context, takes secure actions, and resolves issues on your behalf. Today, you'll see how Tray's Merlin Agent Builder powers a modern ITSM agent that streamlines employee onboarding, provisions application access, and even creates tickets when things go wrong, all with the right guardrails in place.

We'll walk through how this ITSM agent helps reduce backlog, shorten response times, and free up IT staff to focus on strategic initiatives.

Let's dive in. Here, I've configured an ITSM agent with a clear scope, assists with access management, account issues, and general IT ticket triage. You'll notice down here, I've selected the model that powers the agent, which can be swapped in just a few clicks.

In addition to its system instructions, this agent has a set of tools it can call, like our HR system, our identity provider, and Jira for ticketing.

This gives it the ability not just to answer questions, but to actually take action across systems.

Let's see it in action with a simple onboarding example.

I'm a new employee and I'm going to ask my agent, "What applications do I have access to?" You can see the agent pulls in my identity context. It knows who I am, what department I'm part of, and which applications I'm entitled to based on my department.

As you can see, it comes back with a personalized list. Salesforce, GitHub, DocuSign, and Notion are among the apps I should have access to. The agent also provides us with a nice note to let us know that we're entitled to these applications, but we don't actually have them assigned in our Okta account as you can see within our Okta account here.

So let's go a step deeper.

I'll ask my agent to please provision me access to DocuSign.

The agent checks my entitlements, confirms that who I am as a team member should have DocuSign, and then kicks off that provisioning process. So within seconds, it completes the request and if we go ahead and refresh our Okta instance here, we can see that the agent logged the change in our identity system of record all without requiring IT staff to get involved.

But now let's try to say that we're logging into DocuSign but running into an issue. So what happens when things don't work? I'll come to my agent and share a screenshot of the error directly with the agent.

The agent recognized that, based on the error message that I sent to it via screenshot, I'm locked out of my DocuSign instance and automatically creates a Jira ticket on my behalf. It provides the link to that Jira ticket.

It also captures all of the relevant context about my identity and then categorizes the issue as an access lockout so IT can respond quickly.

So in just a few minutes, we've seen how the ITSM agent can surface my application entitlements during onboarding, provision new access securely, and handle issues proactively by logging tickets with full context. This isn't just fast for employees. It reduces repetitive workload for IT teams and ensures every action is auditable and secure. And it doesn't stop there. You can extend this agent with tools for automated password resets, escalate critical incidents with missing SLAs, or even proactive incident correlation for common issues. The agent is fully empowered to take those actions within the defined guardrails.

With Tray's Merlin Agent Builder, IT support shifts from reactive to proactive, enabling employees to get what they need instantly while freeing IT teams to focus on higher-value projects.

That's the power of AI driven automation on Tray. One platform, every agent.