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AI Engineer performs eligible ticket work in the background. It can begin as a reviewable assistant in front of your existing helpdesk and expand as your runbooks, connected systems, and operational confidence improve.

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Choose the automation boundary

Administrators configure which tickets are eligible and how far AI Engineer may proceed. Availability, role and system policy, provider support, and ticket-specific conditions still apply.

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Review a plan

The review view can show the proposed plan, ticket activity, ticket events, quality judges, and the runbooks or skills used. Before approving:
  • confirm the account and ticket;
  • check that the plan addresses the current request;
  • verify the tool and system assumptions;
  • look for customer communication or change-approval requirements;
  • identify a clear success condition and handoff path.
Approve allows the run to proceed. Reject returns the work to a person; include a reason that helps improve the next plan.

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Monitor runs

AI Engineer can show states such as Claimed, Awaiting approval, Ready to execute, In progress, Scheduled, Handoff requested, Completed, Needs human, and Failed. Treat Needs human as an intentional safety outcome, not automatically as a failure. Read the reason, the evidence gathered, and any partial work before taking over.

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Respond to outcomes

1

Verify the source record

Confirm that the ticket status, notes, communication, and other expected writebacks appear in the PSA.
2

Resolve the immediate issue

Complete any requested human step or recover the run.
3

Improve the repeatable path

If the same gap will recur, update the runbook, skill, mapping, Availability, or connected-system setup.
Interactive approval settings do not gate AI Engineer. Configure tool Availability for the Helpdesk surface to control unattended access.