GUIDED JIRA PILOT
AI support in the ticket context.
TicketAssist analyzes new service tickets, adds internal solution notes and links them to similar cases and approved knowledge.
IN BRIEF
What is TicketAssist + GhostWriter?
TicketAssist + GhostWriter supports technical teams in categorizing and working on tickets. The assistance provides consistent internal suggestions; responsibility and customer communication remain with people.
- THE TASK
What problem does TicketAssist + GhostWriter solve?
New tickets need context, an initial diagnosis and clear wording. Without assistance, the same research is repeated and experience remains hard to find.
- AVAILABILITY
GUIDED JIRA PILOT
Internal ticket assistance for a clearly defined Jira pilot. Scope, data sources, suggestion quality and human approvals are accepted before a broader rollout.
- THE ROLE OF AIAI
What the AI does
New tickets get an initial assessment: category, urgency and possible solution steps as an internal note. Secrets are redacted before any AI call.
Guided rollout / pilot
Your next step.
Agreed in concrete terms.
- Define ticket types, approved knowledge sources and permitted access
- Evaluate internal assessments and suggested solutions with your team
- Jointly accept quality, source references and the further rollout scope
Your team reviews the suggestions. Customer replies are not sent autonomously; new functions and environments require functional acceptance.
FEATURES & MODULES
What the solution
delivers day to day.
- 01
Initial assessment
Provide category, urgency and possible solution steps as an internal note.
- 02
Similar tickets
Make previously solved cases with a comparable problem pattern easy to find.
- 03
Knowledge context
Include approved known issues and operational information on a read-only basis.
- 04
Ticket hygiene
Fill in missing estimates and defined process signals in a controlled way.
- 05
Short and to the point
The internal comment names the core problem, the priority with its reasoning, at most three steps and only similar tickets with a confirmed solution. If a response cannot be evaluated, no comment is created.
- 06
Cockpit with rules
In the cockpit, each ticket shows which rule and which model were applied. Rules for skipping, notes or short form have a preview and an immutable change log.
IN OPERATION
How TicketAssist + GhostWriter
fits into everyday work.
- 01
Capture the ticket
New cases from approved projects are detected.
- 02
Protect the context
Secrets are redacted before AI calls, and sources are queried in a controlled way.
- 03
Provide a suggestion
The analysis appears as an internal comment and can be evaluated by technicians.
WHO IS IT FOR?
For people who need clarity.
- IT service and support teams
- Jira Service Management environments
- Organizations with recurring technical cases
RESULT
What TicketAssist + GhostWriter improves in concrete terms.
- 01A faster start on new tickets
- 02More consistent internal handling notes
- 03Better use of cases already solved
ENVIRONMENT & INTEGRATIONS
Close to the process
instead of isolated.
- Jira / Jira Service Management
- Notion Search
- Approved AI service
- TOMORIS knowledge sources
SUMMARY
TicketAssist + GhostWriter at a glance
- What is it?
- TicketAssist + GhostWriter supports technical teams in categorizing and working on tickets. The assistance provides consistent internal suggestions; responsibility and customer communication remain with people.
- Who is it for?
- IT service and support teams; Jira Service Management environments; Organizations with recurring technical cases.
- What does it deliver?
- A faster start on new tickets; More consistent internal handling notes; Better use of cases already solved.
- How is it available?
- GUIDED JIRA PILOT — Internal ticket assistance for a clearly defined Jira pilot. Scope, data sources, suggestion quality and human approvals are accepted before a broader rollout.
CLEAR ANSWERS
Frequently asked
questions.
Does the assistance write directly to customers?
No. The analysis is created as an internal Jira comment and is not automatically visible to customers.
Does AI decide how tickets are handled?
No. It provides suggestions and context. Technicians review, evaluate and take responsibility for further processing.
How is sensitive ticket content handled?
Detected secrets are redacted before the AI call; operational logs contain no ticket content.
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KNOWLEDGE & CONTEXT
YOUR NEXT STEP
Find the right fit
for TicketAssist + GhostWriter.
We clarify the goal, environment, integrations and the permissible next step.