> For the complete documentation index, see [llms.txt](https://docs.aisera.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.aisera.com/aisera-platform/ticket-operations.md).

# Ticket Operations

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

The [**Agent Assist application/bot**](/agent-assist/overview-of-aisera-agent-assist.md) and [**Ticket Concierge**](/aisera-platform/ticket-operations/ticket-concierge-tc-with-event-studio.md) 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="/files/Oiq8n9dxFWahjds0HX7i" 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="/files/85oak5jfYPie7wwLUoXY" 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>