Give Technicians a Head Start on Any Ticket
Agent Assist pulls context, past resolutions, and next steps into the technician's workflow so escalations resolve in minutes instead of hours.
Escalations Are Where Resolution Time Goes to Die
When a ticket reaches L2 or L3, the clock is already running. Technicians spend the first 15 to 30 minutes reading ticket history, checking CMDB data, searching past incidents, and piecing together what was already tried. Every escalation restarts the discovery work.
Agent Assist compresses that work into seconds. It enriches the ticket with device data, identity context, and related incidents the moment it opens, then recommends the next action based on what resolved similar issues before.
Cut L2/L3 Escalation Time by 60%+
Technicians open a ticket and the context is already there. No hunting through systems, no re-running diagnostics that were run at L1.
Reach 99% Faster MTTR on Complex Incidents
Next-best actions are grounded in past resolutions from your environment, so technicians skip the trial-and-error phase.
Turn Every Resolution Into Reusable Knowledge
Agent Assist captures what worked, flags knowledge gaps, and surfaces automation candidates so L1 handles more over time.
A Copilot That Thinks One Step Ahead
Agent Assist operates inside your ITSM tool. The moment a ticket is created or escalated, it runs a four-step loop that puts the right information in front of the technician before they start typing.
Transform How Technicians Work
Ticket Enrichment. Auto-populates device, user, and environmental context the moment a ticket lands.
Past Incident Resolution. Surfaces resolved tickets and runbooks that match the current issue pattern.
Diagnostic Runner. Pulls live diagnostics, logs, and system state into the ticket on demand, so technicians skip the remote-session back-and-forth.
Resolution Verification. Confirms the fix actually worked after the action runs and auto-updates ticket status, so technicians move on instead of circling back.
Automation Opportunity Surfacing. Identifies tickets resolved manually that are candidates for full automation.
Context Provider. Feeds enriched ticket data to Knowledge Agent and Automation Agent across the fabric.
Built for the Technician, Connected to the Fabric
Agent Assist is one of three agents in Resolve’s Agentic Resolution Fabric. It is purpose-built for the escalation path, where human judgment is still needed and context is the difference between a two-minute fix and a two-hour war room.
