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From Chat to Ticket: AI Agent Request Creation

Anyone who's used a chat-based support tool knows the frustration: you explain your problem in detail, only to be handed a blank form and asked to type it all again.

The AI Agent now closes that gap. Once you've described what's wrong, it can turn your conversation directly into a service request, no form required.

What it does​

As you chat, the AI Agent picks up on your intent to raise a request. It summarizes the conversation into a clear title and description, then automatically selects the most appropriate service from those your IT team has explicitly allowed for AI-driven ticket creation. Before anything is submitted, the agent tells you what it's about to do and waits for your confirmation, so you stay in control.

Once you confirm, the ticket is created straight from the chat context, no separate form, no re-typing your problem, and you get a direct link to track it. It works wherever you already talk to the AI Agent.

How it helps in real life​

A quick way to report a broken device​

Situation: Your laptop won't start before a morning meeting, and you don't have time to hunt through a request catalogue.

What you do: You describe the problem to the AI Agent in chat. It recognizes the intent, drafts a ticket title and description from the conversation, and asks you to confirm.

What you gain: A ticket lands with the support team in seconds, with an accurate, agent-written description you didn't have to draft yourself.

Fewer forms, more resolved tickets for IT​

Situation: Your service desk sees a steady stream of chat conversations that used to require the requester to fill out a form afterwards, and many never did.

What you do: You enable the Enable AI Agent ticket creation on behalf of users option on the services where this makes sense, and let the AI Agent create well-structured tickets directly from chats.

What you gain: Higher ticket submission rates, less lost intent, and tickets that already carry the context solvers need to start working.

Administration and setup​

Admins turn this on per service using the Enable AI Agent ticket creation on behalf of users flag. Only services with this enabled are considered when the AI Agent creates a ticket.

Available now​

This capability is part of the ALVAO User Success AI Agent module (Enterprise edition), available from release 26.4 as a preview.

We'd love to hear how the AI Agent works for your team's tickets, share your feedback with us.