ITSM / Ticket Assistant

WorkVie Ticket Assistant

Summarize tickets, search your org Knowledge Base, surface similar past resolutions, and draft agent replies from the ticket detail page, without leaving the queue you are already working.

Real-world scenario

Carlos Reyes · IT Admin at Bluewave Labs

Sophie's VPN ticket landed in Team Requests with a vague error message. Carlos opens Ticket Assistant to pull the VPN runbook and see how the team fixed a similar case last month.

Before you begin

  • ITSM Knowledge Base enabled (Growth plan or above)
  • WorkVie AI enabled in org settings
  • At least one indexed document in the Knowledge Base (for runbook matches)

Overview

WorkVie Ticket Assistant is a right-side drawer on service ticket and incident detail pages. It is purpose-built for ticket work: summarize the request, find runbooks, compare past fixes, and draft replies your team can approve before posting. It is separate from the main WorkVie Agent Workspace and docked assistant, which are for general operational questions across ITAM and ITSM.

Ticket Assistant searches only your organization's private Knowledge Base and, when past ticket memory is on, indexed resolved tickets. It never auto-replies to employees or closes tickets without an agent's action.

For example

Ticket #ITSM-1087 · VPN Access Request · Status: In Progress · Carlos opens Ticket Assistant → quick prompt Suggest a likely fix → WorkVie returns steps from vpn-troubleshooting.md with High confidence and one Past resolution from a closed ticket in March.

Open Ticket Assistant

  1. 1

    Open a service ticket or incident

    From Team Requests, Service Requests, or the incidents queue, click a row to open the ticket detail view.

  2. 2

    Go to the Activity tab

    Ticket Assistant lives in the comment area where you add internal notes and customer-visible replies.

  3. 3

    Click Ticket Assistant

    The WorkVie button opens a drawer on the right. On first open, WorkVie scans the ticket against your Knowledge Base and, if enabled, similar past resolutions.

  4. 4

    Review the intro message

    You'll see possible KB matches and past resolution previews. Quick prompt chips appear based on the ticket's current status.

Not on the Employee Portal

Ticket Assistant appears only in the admin ITSM experience. Sophie does not see it on her portal request view; agents use it on the fulfillment side.

Ask questions

  1. 1

    Type a question or tap a quick prompt

    Examples: Summarize this request, Find related runbooks, Suggest a likely fix. Placeholder text changes with ticket status.

  2. 2

    Read the answer and sources

    WorkVie shows a confidence label (High, Medium, or Limited matches) and cites Runbooks, Past resolutions, or the Ticket record.

  3. 3

    Give feedback

    Use thumbs up or down on answers to help your org improve quality. Copy the text if you want to edit it elsewhere.

  4. 4

    Post to the ticket when ready

    Choose Post as WorkVie suggestion for an AI-attributed comment, or Copy to edit & post as you to humanize the draft in your own voice.

Answers may include numbered troubleshooting steps, insight sections, and links to source documents. On resolved tickets, WorkVie can suggest a KB draft you review before publishing a new article, useful when the fix was novel and should become a runbook.

How WorkVie uses your data

Open How WorkVie uses your data in the drawer footer for the full disclosure: org-private search, PII redaction, RBAC-respecting ticket access, and no training of base models on your content.

Behavior by ticket status

Quick prompts and capabilities adapt to where the ticket is in its lifecycle:

  • Pending / Awaiting form. Intake help: what information is still missing from the requester.
  • Open. Triage: summarize the request, find runbooks, show similar past tickets.
  • Awaiting approval. Approver aide: summarize impact and recommendation.
  • Approved. Prep: what to prepare before starting work.
  • In progress. Resolution copilot: suggest fixes and walk through runbook steps.
  • Resolved. Documentation: summarize the fix, suggest adding it to the Knowledge Base.
  • Closed, rejected, or cancelled. Read-only historian: summarize history only; no new fix suggestions.

On read-only tickets, WorkVie explains that it can summarize history but cannot suggest new fixes.

Post suggestions to the ticket

When you have a draft you want on the ticket activity log, choose one of two paths from the drawer:

  • Post as WorkVie suggestion. Adds a comment attributed to WorkVie in the activity feed. Good when you want requesters or auditors to see AI-assisted guidance.
  • Copy to edit & post as you. WorkVie polishes the wording, then places it in your comment box. You edit and post as yourself.

If you pasted a WorkVie draft into the comment box, a banner reminds you: From WorkVie — choose how to post this suggestion. Pick post as yourself or post as WorkVie before sending.

Availability and limits

  • Plan. Knowledge Base and Ticket Assistant require Growth or higher. Starter plans show a locked button with an upgrade message.
  • AI toggle. If WorkVie AI is disabled org-wide, the drawer shows an enablement gate with a link to AI Settings.
  • Token caps. If your org hits the monthly AI token limit, Ticket Assistant explains the cap and links to settings. Browsing the Knowledge Base still works.
  • Roles. All IT staff with Knowledge Base read access can use Ticket Assistant. Managing collections requires owner, admin, or manager.

Distinct from docked WorkVie

The docked assistant answers general questions on any admin page. Ticket Assistant is ticket-scoped: it always knows which request you have open and follows ticket-stage rules.

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