Products

IT TicketDroid

Smarter Support Starts Here

Empower your IT support with an AI agent that automatically classifies, routes, and answers incoming tickets—reducing response time and improving service quality across the board.
Key Benefits:
  • Automated Ticket Triage: Classifies and prioritizes IT tickets in real time based on content, urgency, and context.

  • Faster Resolutions: Suggests or drafts responses instantly for common issues, helping support teams act faster.

  • Smart Routing: Automatically assigns tickets to the right department or technician based on historical patterns and ticket content.

  • Knowledge Base Integration: Surfaces relevant internal documentation or past solutions directly in the ticket thread.

Solution Overview

IT TicketDroid is an AI-powered assistant that transforms the way your IT support team handles incoming service requests. By reading and understanding tickets in natural language, it instantly suggests solutions, pulls relevant documentation, or routes the request to the right person. For repetitive issues, it can even provide automated responses or escalate based on confidence levels and predefined rules. The result? A leaner, faster, and more consistent support process that reduces manual triage and helps your IT department focus on the cases that matter most.

Real-World Applications (Use Cases)

  • Automated First-Line Support: IT TicketDroid can automatically respond to frequently asked IT questions (e.g., password resets, software installation guides) with suggested fixes or links to documentation—without human involvement.

  • Smart Prioritization of Incidents: The droid can recognize high-severity issues (e.g., “network down,” “email not working”) and escalate them instantly to the appropriate team while tagging them for immediate response.

  • Knowledge-Powered Assistance: When an IT agent opens a ticket, TicketDroid can surface similar past cases or guide them to an internal troubleshooting procedure stored in the knowledge base.

  • Multi-Channel Intake: Whether tickets come via email, internal forms, or chat, TicketDroid ingests and processes them uniformly to maintain centralized oversight and faster response flows.

By acting as the first touchpoint for all IT issues, TicketDroid reduces the ticket backlog, speeds up resolutions, and ensures no issue gets lost in the shuffle. It becomes a dependable virtual colleague for every IT support team, especially in high-volume environments.

Integration Details

IT TicketDroid is built to integrate effortlessly with your existing IT infrastructure. It supports out-of-the-box compatibility with widely used ticketing systems such as Jira Service Management, Freshservice, Zendesk, and ServiceNow, allowing for smooth deployment without overhauling your current setup. Through API-level access, the droid can also be embedded into custom intranet portals or internal help desk systems, providing flexibility for more tailored environments. To enhance the quality and accuracy of its responses, IT TicketDroid connects to internal knowledge repositories, including SharePoint, Google Drive, or any structured document store, enabling it to pull relevant documentation on demand. Optionally, it can integrate with authentication systems like Active Directory or SSO, making it identity-aware and capable of handling user-specific access or workflows.

Security & Access Controls

Security and compliance are foundational to IT TicketDroid’s architecture. Role-Based Access Control (RBAC) ensures that team members can only view and interact with tickets and information that are relevant to their roles or departments, preserving internal data boundaries. Every interaction and system action is recorded through detailed audit logs, supporting traceability and compliance with internal policies. Data is fully encrypted both at rest and in transit using modern encryption standards, maintaining the confidentiality and integrity of sensitive ticket data. Each customer’s environment is isolated, ensuring that no cross-tenant data leakage can occur. Administrators retain full control over automated actions performed by the droid, with options to review, override, or fine-tune behavior as needed, making it a secure and manageable assistant for enterprise-scale IT operations.
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KnowDroids.ai

Jindřišská 941/24,
Praha 1, 11000,
Czechia