Solutions / Use case
A chatbot answers. An agent resets the password, provisions the software, closes the ticket. That's what Apollo, Life360, and Auctane shipped on Tray.ai.
Most IT tickets are routine. Password resets. Software provisioning. Access requests. Knowledge lookups. The kind of work that scales linearly with headcount — until you hire an army of L1s, or until you give an agent enough access to actually solve the ticket.
Tray.ai is what teams use to ship the second option.
Built with Merlin Agent Builder. The agent doesn't tell the user how to reset their password — it resets it. Doesn't suggest a software license — provisions one.
Intelligent iPaaS gives the agent reach across 700+ connectors — Active Directory, Okta, Azure AD, ServiceNow, Jira, Zendesk, Confluence, license manager, knowledge base.
Every action permissioned, every step logged. AI Governance is the layer that lets you say yes to autonomous action without the CIO saying no.
Ship the same agent into Slack, Teams, your service portal, or as an API. Same logic, many surfaces.
40% ticket deflection in first two weeks
“The agent only responds when it knows it can fully or partially solve the problem. If it can't, it escalates. That's why people trust it.”
Customer stories tagged to this use case.
IT / Business Tech
Apollo's IT team was overwhelmed by tickets that scaled linearly with headcount. Existing AI vendors offered rigid, prebuilt agents — Apollo…
Read the story →
IT / Business Tech
Life360 runs a consumer platform with 88 million monthly active users and a growing internal team. Early attempts at single-purpose bots lef…
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IT / Business Tech
Auctane — parent company to ShipStation, Stamps.com, ShipEngine, and more — was onboarding up to 30 users a month through a mix of manual da…
Read the story →IT / Business Tech · HR
A fast-growing consumer fintech was hiring hundreds of people a month, but onboarding still took ten days per person — a five-person team wa…
Read the story →A chatbot answers. The Tray.ai-built agent at Apollo acts — it resets passwords, provisions software, unlocks accounts, and updates the ticket. Apollo's IT Agent closed September 2025 as their
No — and you wouldn't want it to. AI Governance gates every action with RBAC, approval gates on sensitive operations, and a complete audit trail. The agent acts on behalf of the user, with that user's permissions, fully logged.
All native connectors. The agent reads context from the ticket, takes action in the underlying system (Active Directory, Okta, Azure AD, your software-license manager, your wiki), and writes the resolution back. Same pattern across ITSM platforms.
Apollo deflected 40% of tickets in the IT Agent's first two weeks (2× typical month-one benchmark). Most teams ship a first agent inside a week, then layer in additional skills (provisioning, knowledge lookup, escalation) over a month or two.
Walk through the scenario with a Tray.ai expert.
