AI Agents for the Service Desk

What the agents do

• Sort incoming tickets by category and urgency and send them to the right resolver group
• Summarise long ticket threads, emails and logs for whoever picks up the case
• Draft answers and status updates that someone in the service desk checks and sends
• Look up assets, contracts or earlier tickets in the ITSM system before anyone has to ask

How we build them

Every agent is a workflow in n8n with a clear role. It gets the tools it needs and no more: read access to the service desk, a knowledge base to search or the right to add a journal entry. For Matrix42 we use our own open-source Matrix42 node for n8n. Jira, ServiceNow and other systems connect through their APIs.

We choose the model per task. Many service desk tasks run well on small models on your own hardware, served with vLLM or Ollama (see local LLM hosting). That keeps ticket data in-house and the costs predictable. Where a task needs more, a larger model takes over.

People stay in control

The agents suggest and people decide. What an agent changes is logged. Actions that cannot be undone need a confirmation. Our Matrix42 MCP Server follows the same idea for AI assistants: it only reads until writing is switched on and shows every change as a preview first.

How a project starts

1. We look at your ticket data together and find the tasks that take the most time.
2. We build one agent for one of them and run it next to your team.
3. When it works, we connect the next task.