Review and update tickets with the Ticket Status AI agent

  • Release version: Zurich
  • Updated September 17, 2025
  • 1 minute to read

    • Review the status of your tickets and take standard ticket actions, such as adding comments, using the Ticket Status AI agent in Now Assist in Virtual Agent.

    Before you begin

    Role required: By default, any authenticated user with access to the portal the Ticket Status AI agent is enabled for can access the AI agent. There may be additional roles required depending on the configuration by your administrator.

    Procedure

    1. Navigate to your Service Portal and open Virtual Agent to start a new conversation.

      Depending on the configuration, you may also be able to access this AI agent in the Now Assist panel or Microsoft Teams with myBot.

    2. Enter one of the following utterances:
      • Can you list all open tickets I've created?
      • What's the current status of my incident INC001?
      • Add comment to INC001 "I need your help in fixing this request ASAP. Please prioritize this."
      • Can you check the latest progress on my most recent request?
    3. Answer any follow-up questions.

    Result

    The Ticket Status AI agent used various tools to check and update your tickets.