Before
Support agents monitored Jira and ServiceNow queues, read each customer comment, gathered ticket and vulnerability context, drafted a response, and posted it back to the request. When they lacked sufficient information, they manually composed an escalation for the VOC team and later returned to the ticket to publish the response and document the actions taken.
How it works
- A relevant ticket update is identified, the originating service is determined, and the complete request and comment history are retrieved.
- The support agent evaluates the request, optionally checks vulnerability context, and either drafts a direct answer, determines that no follow-up is needed, or escalates the case to the VOC team.
- A direct or VOC-provided answer is posted publicly to the Jira or ServiceNow ticket, followed by an internal comment or work note summarizing the workflow actions.
Workflow details
- Event filtering: A ticket update enters through a webhook and is checked for relevance before the workflow continues, preventing unrelated events from creating support work.
- Context gathering: For relevant Jira or ServiceNow requests, the workflow retrieves the full ticket record, including the description and existing comments, while distinguishing the originating service and preserving the information needed for assessment.
- Automated assessment: An AI first-level support agent reviews the new comment, ticket content, and comment history, excluding internal comments from the customer-facing response. When additional vulnerability information is needed, it can search the referenced asset in the vulnerability operations system before deciding how to proceed.
- Escalation handling: If the request cannot be answered with certainty, the workflow creates a structured Markdown message in the support channel for the VOC team, including the customer, request, context, need, and a proposed answer. If no follow-up is required, the flow ends without posting.
- Ticket resolution and traceability: Direct answers or confirmed VOC responses are posted publicly to the originating Jira or ServiceNow ticket, followed by an internal comment or work note summarizing the actions taken. Cases without a VOC response stop without publishing an answer.
What changed
Relevant ticket updates now move automatically from intake through context retrieval, assessment, escalation, and response publication. Agents only need to intervene when the automated assessment cannot provide a confident answer or when the VOC team must supply additional expertise, while customer and internal updates are recorded on the originating ticket.
Work removed
Reading tickets one by one, retrieving ticket and comment history, switching between support and vulnerability tools, drafting routine replies, composing VOC escalation messages, posting customer-facing comments, and adding internal notes or work notes.
Expected outcome
Estimated 5–10 minutes saved per handled ticket, with routine first-level responses and their supporting internal documentation produced automatically.
