Ticket retrieval and classification agent
Automate IT ticket triage and classification for faster, smarter support.
Publisher
PricewaterhouseCoopers
Product Details
This agent automates IT ticket triage and classification. It retrieves incoming IT tickets automatically and classifies them by urgency, category, and request type, so each ticket reaches the right place without manual sorting. Its role combines autonomous action and facilitation.
IT support teams and service desk agents are the primary users. By handling triage automatically, the agent accelerates response times and improves ticket handling efficiency. Support staff can spend less time sorting the queue and more time resolving issues. It applies across sectors and is built with Google ADK and Vertex AI on the backend.
Key Use Cases
Intelligent Incident Triage & Queue Assignment
Analyzes raw ticket descriptions with Vertex AI to classify severity and route requests to specialized tier-2 resolution teams.
IT Service Request Auto-Categorization
Extracts intent and hardware/software entities from incoming user tickets to streamline triage and trigger automated resolution scripts.
Explore detailed deployment path
Requires Gemini. Access integration prerequisites, specialized agent configuration guides, and implementation documentation.