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Tired of triaging tickets? Meet the Tray ITSM Agent
Most ITSM agents are built for one app. Tray’s works across your stack—taking action, learning from context, and resolving requests with built-in guardrails.
What’s covered
Most agents today are built to serve just one app or one use case. The Tray ITSM Agent is different—it connects across your stack, learns from past requests, and takes real action with full context. In this short video, Co-founder and CTO Alistair Russell and Product Director Tom Walne unpack how the agent works, how it integrates with your tools, and how it keeps IT in control with built-in guardrails. The result: fewer tickets, faster resolution, and one agent that actually works across your business—not just one corner of it.
Top takeaways
Most “agents” can talk—but they can’t take action
It works across systems—not just one app—to resolve requests end-to-end
Setup is simple: connect systems, define knowledge, and deploy to Slack or Teams
Built-in audit trails, guardrails, and approvals keep IT in control
Transcript
We've all heard the hype, chatbots for this, agents for that. But the reality is that current technology cannot do anything more than simple responses. They can't take actions, for example. But Tray is very different.
IT teams are prevented from really doing what matters because they're bogged down in repetitive support issues, access requests, ticket routing, password resets, you name it. It's the same task every single day, eating up valuable time.
The Tray ITSM agent can solve these problems. It can both reason over your company data, as well as take actions across the stack. Using the Merlin Intelligence Engine, it can learn to resolve support issues on its own and free up your team to focus on what matters.
The agent's able to learn from the previous request it's solved. So when an incoming request comes in, it can see issues that it successfully resolved in the past and use this information to resolve issues before your team even needs to get involved.
Setting up the agent is incredibly easy. First, you define the tools, which is how the agent takes action. So something like Okta, for example. You then define your knowledge sources, so where it learns from information, so something like Jira, let's say. And finally, you deploy the agent to an interaction channel, let's say Slack or Teams. That's it. Three simple steps, and your users are then able to use the agent in an environment they already understand.
The ITSM agent has full audit trail, guardrails, prompt injection protection, and also human in the loop approvals, all built in. It's made for real IT teams who reduce their human touches on IT tickets by 75 percent.
This is more than automation. It's an adaptive agent that learns with context and gets better after every single interaction. And what's more, it can be deployed between any system, anywhere.
There's a lot of hype about the AI agent space. But if you want to move on from triaging tickets manually to solving problems, real problems, then you really need to talk to us about the Tray ITSM agent.