# Ticket Operations

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

The [**Agent Assist application/bot**](https://app.gitbook.com/s/pGx3TYftP94ZFjKvFVqM/) and [**Ticket Concierge**](https://docs.aisera.com/aisera-platform/ticket-operations/ticket-concierge-tc-with-event-studio) 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. 

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FKE0kTbLl5PRD0goRBocV%2Frel_notes1.png?alt=media&#x26;token=ccd2cde2-37a3-4bf3-b1ae-865e3b270dab" alt=""><figcaption><p>Ticket of Type Change Request</p></figcaption></figure>

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.&#x20;

<figure><img src="https://3281977978-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvBFXjH9S1CAy9f5hzg5Q%2Fuploads%2FD7mM0x1liIVjmFl4Vqy5%2Frel_notes2.png?alt=media&#x26;token=da2d846f-69ff-4f02-b19d-7b20669a0e6d" alt=""><figcaption><p>Details of Change Request Ticket</p></figcaption></figure>

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. \ <br>