Ticket Operations

The Aisera Gen AI platform supports many use cases for Ticket Operations.

The Agent Assist application/bot and Ticket Concierge are two features that help agents manage and organize tickets and ticket data.

Change Request Ticket Type

You can upload Tickets that have a Change Request Type. Change Request Tickets can be used for planned activities like maintenance downtime or unplanned activities like outages.

The screenshot below displays a Change Request Ticket.

Ticket of Type Change Request

Tickets that have Change Request as the Ticket Type include the Outage Probability and Reason parameters that allows you to track and predict future downtime.

Details of Change Request Ticket

When you choose a Change Request Ticket from the Tickets list, the Change Request Details page shows you both the Outage Probability (calculated when the ticket was created) and the Reason for the outage.