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BMC Helix Agents
Ticket Resolver
Autonomous triage, customer follow-up, and guided resolution for incidents
OVERVIEW
Diagnostic context and proven resolution paths, on every L2 ticket
Ticket Resolver is an intelligent agent that autonomously progresses eligible tickets towards resolution, removing the ticket queue as the constraint on progress and productivity. It analyses the ticket and its context, identifies missing information and follows up directly with the customer, recommends next-best actions and resolution steps, and re-evaluates the ticket as new information arrives. Where permitted, it can execute approved resolution actions, while maintaining a complete activity trail for oversight.
Capabilities and value delivered
Core capability
Automatic ticket enrichment
Enriches incidents with service, asset, change, knowledge, and historical context before investigation begins.
AI-guided resolution
Identifies likely causes and recommends resolution paths ranked by confidence and historical success.
Customer communication
Keeps users informed with progress updates, requests for information, and resolution notifications throughout the incident lifecycle.
Automated remediation
Executes approved automation and remediation actions while operating within defined policies and guardrails.
Continuous optimisation
Captures outcomes, measures effectiveness, and improves future recommendations through knowledge reuse and feedback.
Value delivered
Faster incident resolution
Reduces the time spent gathering context, investigating issues, and determining the next best action.
Improved service quality
Promotes more consistent outcomes by applying proven knowledge, automation, and established operational practices.
Increased team productivity
Automates repetitive analysis, communication, and remediation tasks so support teams can focus on higher-value work.
Better user experiences
Keeps users informed throughout resolution and reduces frustration caused by delays and inconsistent communication.
Governed automation
Maintains auditability, human oversight, escalation controls, and policy-based execution for every action.
