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            AI Agent for IT Ticket Management

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            3. Agentforce IT Service

            AI Agent for IT Ticket Management

            Ticket Management Assistance is a conversational specialized AI agent that helps employees manage IT service tickets and requests. Use this agent to check ticket status, add comments to existing tickets, reopen closed tickets, and create incidents or service requests. This agent handles the complete ticket lifecycle.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Agent Actions

            These actions run automatically during your conversation with the specialized agent.

            • Identify Record by Name
            • Answer Questions with Knowledge
            • Summarize Ticket For Employee
            • Create Incident For Employee
            • Add Comment to Ticket
            • Reopen Ticket
            • Get Relevant Tickets By Description
            • Get Eligible Service Catalog Items
            • Execute Service Catalog Item Flow
            • Get Product Launch Card
            Example
            Example

            Adding a comment to a ticket

            Scenario: John already has an open ticket and he wants to add new information for the support team.

            • John: My ticket number is INC-004812. Add a comment to my ticket about my VPN issue. I tried connecting from the Chicago office Wi-Fi and it fails after multi-factor authentication, but it works on cellular hotspot.
            • AI Agent: I can add that update to INC-004812. To confirm before I post it, do you want the comment to include that it works on hotspot but fails on Chicago office Wi-Fi after multi-factor authentication?
            • John: Yes, include those details.
            • AI Agent: Your comment has been added to INC-004812. You can view it in the ticket activity timeline.
             
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