TicketMind AI

The Problem: IT helpdesks lose thousands of hours every year to manual ticket categorization, searching through old tickets for known solutions, and figuring out which team member is available and qualified. Tickets get misrouted, priorities get set incorrectly, and frustrated users wait hours for responses that could have been instant. The Solution: TicketMind AI replaces the entire first-line IT support workflow with a 4-agent AI pipeline. A business user simply describes their problem in English — the system handles everything in 60 seconds. How It Works: Agent 1 (Ticket Analyzer) reads the raw user input and produces a fully structured ticket including title, category (Bug, Query, or Development), priority level, affected system, keywords, and complexity estimate. It also performs real-time sentiment detection — frustrated users are automatically upgraded to high priority without any manual intervention. Agent 2 (Knowledge Base Searcher) runs keyword scoring across a database of known solutions, then uses Qwen2 to validate whether a candidate solution genuinely applies to the new ticket, returning a confidence score. Only matches above 65% confidence are accepted and presented to the user. Agent 3 (Smart Employee Assigner) scores every available team member across four dimensions — availability, category specialization, skill keyword overlap, and experience level — then auto-assigns the highest scorer and generates a professional assignment message. Agent 4 (Solution Presenter) rewrites raw knowledge base solutions into friendly, step-by-step user messages and requests confirmation. If the user says the solution did not work, the system automatically escalates to Agent 3 for human assignment. Business Impact: TicketMind AI delivers up to 60% auto-resolution of common IT issues, reduces ticket routing time from 5 minutes to under 60 seconds, eliminates wrong assignments through objective scoring, and saves an estimated 75 hours per 100 tickets processed.