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Getting Started

  • Quickstart Guide
  • Workspace Setup
  • Inviting your Team

Ticketing & ITIL

  • Incidents vs Service Requests
  • Categories, Custom Fields & Ticket Numbering
  • SLA Rules & Priorities
  • Ticket Stages, On Hold & SLA Pause
  • Assignment Rules & Groups
  • Ticket List View & Canned Replies
  • Closure Rules, Approvals & CSAT Surveys
  • Merging Duplicates & Linking Major Incidents

Service Catalog & Knowledge Base

  • Service Catalog
  • Knowledge Base

QueAssist (AI Copilot)

  • AI Triage & Categorization
  • Agentic Auto-Resolution
  • QueAssist Settings & Usage Quota
  • AI Agent Access — Connect Claude, Cursor & ChatGPT
  • No-Code Playbooks
  • Identity Scoping & Safety

Channels & Email

  • Email Forwarding Setup
  • Portal Mode — Forms vs AI Chat

People & Identity

  • External Users
  • Single Sign-On & SCIM Directory Sync

Integrations

  • Connecting Integrations & Custom MCP Servers

Billing & Plans

  • Billing & Plans
DocsQueAssist (AI Copilot)Agentic Auto-Resolution

Agentic Auto-Resolution

QueueDesk includes Agentic Auto-Resolution, an advanced automation engine that resolves common user requests autonomously using Knowledge Base articles and secure tool executions.

1. The Auto-Resolution Loop

When a user submits a ticket, if Agentic Auto-Resolution is enabled in Settings → QueAssist:

[Ticket Created] ──> [Match KB Articles] ──> [Generate Step-by-Step Draft]

│


┌─────────────────────────────────────────────────┘


▼


[Send Email / Chat Message with signed Fixed / Still Broken links]


│


├── [Employee clicks "Fixed"] ──> [Status = Resolved] ──> [Save Pattern]


└── [Employee clicks "Broken"] ──> [Escalate to Human Queue]

1. Grounding check: QueAssist searches published Knowledge Base articles.

2. Step Generation: It drafts clear, markdown-formatted instructions for the employee.

3. Outbound Dispatch: Sends an email or portal chat response containing secure, signed confirmation links.

4. Outcome Validation:

- If the user clicks "This resolved my issue", the ticket is automatically resolved.

- If the user clicks "Still not working" (or doesn't respond), it escalates to the human queue with a detailed summary.

2. Who receives resolution emails

Resolution emails and confirmation links go to the ticket's subject — the person the issue is about, not necessarily the agent who opened the ticket.

QueueDesk picks that address in this order:

1. Raise on behalf of email (when an agent created the ticket for someone else)

2. Affected user on the ticket

3. Whoever submitted the request

4. The sender on an inbound-email ticket

For lockouts and proxy reports, agents should always fill in Raise on behalf of with the affected employee's work email so QueAssist checks and fixes the right account. See Identity Scoping & Safety for the full locked-out workflow.

3. Security Boundaries & Tool Grants

  • •Tool Execution: Integrations with Microsoft Entra or Google Workspace let QueAssist execute tools (e.g. check user account status, reset passwords) on the ticket subject — when write tools are enabled in Settings → Integrations.
  • •Portal chat is different: in the employee chat bubble, tools only ever target the signed-in employee, not colleagues named in conversation.
  • •Handoff Rules: Any action classified as Sensitive (e.g. creating an HR escalation) bypasses auto-resolution and triggers an immediate human handoff — there is no toggle to auto-run sensitive tools.
  • •Write tools are opt-in: password resets and group changes stay off until you enable each tool individually.
  • •Pattern Reuse: Once a resolution pattern is verified as successful, QueAssist reuses it for similar future requests — so recurring issues get resolved faster over time.

Every integration call is logged in the Tool-call audit log on Settings → QueAssist (Success, Blocked, or Failed). Blocked usually means identity scoping or safety rules refused the action before it reached your directory.

If you'd rather guarantee the exact same steps run for a specific category every time instead of letting QueAssist decide fresh each time, see No-Code Playbooks. Both playbooks and this auto-resolution loop pause instantly if you flip the Emergency Stop kill switch.

Next: Identity Scoping & Safety · Connecting Integrations · No-Code Playbooks