An Agentic AI system that autonomously manages support tickets in osTicket by combining natural language understanding with intelligent tool-calling capabilities. This cutting-edge agent doesn't just categorize tickets—it actively interacts with network infrastructure, queries databases, and executes commands to resolve issues without human intervention.
Key Innovation: The AI agent uses advanced tool orchestration to analyze support tickets, then autonomously connects to network switches, servers, and other infrastructure to diagnose and resolve issues. It can execute SSH commands, query APIs, analyze logs, and implement fixes—all while maintaining a conversational interface with the ticket submitter.
┌─────────────────┐ ┌──────────────────┐ ┌─────────────────┐
│ Incoming Ticket │────▶│ AI Agent │────▶│ Tool Selection │
│ │ │ • LLM Analysis │ │ • SSH Client │
└─────────────────┘ │ • Intent Extract │ │ • API Calls │
└──────────────────┘ │ • Log Analysis │
└─────────────────┘
│
┌─────────────────┐ ┌──────────────────┐ ┌──────────────────┐
│ Ticket Update │◀────│ Action Execution │◀────│ Device Interaction│
│ + Resolution │ │ • Config Changes │ │ • Switch Commands │
└─────────────────┘ │ • Service Restart│ │ • Server Queries │
└──────────────────┘ └──────────────────┘
│
▼
┌──────────────────┐
│ Autonomous Fix │
│ + Verification │
└──────────────────┘
ML-powered classification of ticket intent for improved routing
Automatic assignment to appropriate departments based on content analysis
AI agent with tool-calling to interact with network devices and resolve issues autonomously
Direct SSH/API calls to switches, servers, and network devices for problem resolution
The osTicket agent represents a breakthrough in Agentic AI—autonomous systems that combine language understanding with real-world tool execution. Core technical innovations:
This Agentic AI approach transforms help desk operations from reactive ticket routing to proactive problem resolution. The agent doesn't just understand problems—it actively solves them by interacting with infrastructure, making it a true autonomous IT operations assistant.
This project exemplifies the cutting edge of Agentic AI in 2025—autonomous agents that don't just understand and categorize, but actively interact with physical infrastructure to solve problems. By combining LLMs with tool-calling capabilities, the agent bridges the gap between understanding natural language and executing real-world actions on network devices.
Revolutionary capabilities enabled by Agentic AI: