AI Agents · Autonomy you can supervise

Most ITSM tools route the ticket. PrimeOps closes it.

AI agents that triage, act on your systems and resolve — end to end. Every action is logged, every agent asks before it touches production, and your team sees exactly what the AI is doing while it does it.

Bring your own AI keysOr run models locallyHuman approval gatesFull audit trail
INCIDENT QUEUE — LIVE
INC-2026-0004417OpenSLA 04:00:00
File server SRV-FS01 out of disk — staff cannot save to the shared drive
00:00.0@Ticket raised from email · auto-classified Infrastructure › Storage · priority critical
00:00.4AIServer Health Agent picked up the ticketAgents are attached per category or catalog item. Reopened tickets can be excluded so a human keeps the second pass.
00:01.2AISearched your resolved ticket history — matched INC-2025-0008841
00:02.1AIRan diagnostic on SRV-FS01 · C: at 99.4% — 41 GB of stale log files
00:03.0!Approval requested from Priya (infra lead) — purge logs older than 30 days?The agent pauses here. Nothing touches production until a human clicks approve.
00:41.8✓Approved by Priya · 46 GB reclaimed · file writes verified
00:43.1✓Resolved · requester notified · resolution written back to the knowledge base
Waiting for intake…Full audit trail on every action
On this screenWhere agents are created, scoped to a category and given the approval rules that gate what they can do.
  • Each agent attached to one category or catalog item
  • The approval step that must clear before it acts
  • Which model provider and key it runs on
  • Reopened tickets excluded, so a human keeps the second pass
Click the screenshot to enlarge →

How it actually works

Five controls, not a black box.

The blocker on AI in service management has never been capability — it is trust. Every stage below is something you configure, not something you hope behaves.

STAGE 01

You choose what each agent is allowed to touchScoped

Attach an agent to a specific incident category or catalog item — not to your whole queue. A BASIS agent handles SAP tickets and never sees payroll. Reopened tickets can be excluded entirely, so anything a human already pushed back on stays with a human.

STAGE 02

Your team sees the agent working, liveVisible

A ticket being worked by AI is badged as such in the queue and on the ticket itself, with a note on what the agent is currently doing. No agent silently edits a ticket an engineer is already looking at.

STAGE 03

It answers from your history, not the open internetGrounded

Semantic search across your resolved tickets, knowledge base articles and full conversation trails. The agent proposes what worked for you last time — and every ticket it resolves is written back, so the corpus compounds.

STAGE 04

It stops and asks before it changes anything realGated

Any action you consider risky pauses for a named approver, who approves or rejects in one click from the ticket. The agent waits — it does not proceed on a timeout, and it does not guess.

STAGE 05

Resolve, escalate or hand back — with the reasoning attachedAccountable

Confident fix inside its scope? It resolves and notifies the requester. Outside its scope, or the fix did not verify? It escalates to the right engineer with everything it tried already written into the ticket, so nobody starts from zero.

Your AI, your keys, your bill

We don't resell you tokens at a markup.

Most AI-powered service desks meter you per resolution and keep the margin. PrimeOps connects to your provider account with your API key — so you see the real cost, switch models whenever you like, and never pay us a premium on inference.

Option A

Bring your own provider key

Paste in the key you already have. Your provider bills you directly, at your negotiated rate, with your own usage caps and dashboards.

OpenAIAnthropicGoogle GeminiAzure OpenAIMistralDeepSeekPerplexity

Option B

Run the model on your own hardware

Point PrimeOps at a local or private-cloud model and no ticket text ever leaves your network. Any OpenAI-compatible endpoint works — no custom build, and no per-token cost at all.

OllamaLM StudiovLLMllama.cppAny OpenAI-compatible endpoint

Build them without code

A flow builder, not a scripting project.

Visual flow builderDrag, drop and connect — no scripting
17 actions, 7 triggersNative PrimeOps operations
Hundreds of connectorsSlack, Teams, Jira, GitHub, HTTP
Trigger on SLA breachAct the moment a target is missed
Trigger on reopenEscalate what came back
Trigger on CSAT responseFollow up on a low score

Get started

See a ticket close itself with your own data.

Start the 14-day trial and route your first real ticket through an agent this week. If you'd rather be walked through it, book 30 minutes with our founding team.

14-day trial · No credit card · From ₹549/agent/mo · Data stored in India