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Agentic AI: strategic impact on ticket management

Use case: Ticket Management

Unstructured

2 days
(16 hours)
  • Requests come in through scattered channels
  • Lack of categorization and prioritization
  • Rework and lost context
50 %

Structured

1 day
(8 hours)
  • Standardized intake forms
  • Centralized information
  • Visibility into ticket status
50 %

Automated

4 hours
(4 hours)
  • Automatic ticket classification
  • Suggested initial resolution
  • Automatic progress notifications
70 %

Agentic

Minutes
  • Intelligent complexity analysis
  • Automatic SLA definition
  • Autonomous flow through resolution

Meet the AI Agent powering your ticket management process

Artificial intelligence applied to reduce SLA, eliminate manual triage, and add context to decisions.

Request Validation Agent

Automatically analyzes each incoming ticket, validates the information, sets priority and complexity, and guides the flow through completion—reducing manual effort and response time.

Automated activities:

  • Analysis of the request content and context
  • Automatic definition of priority, complexity, and SLA
  • Structured logging of the rationale for decision and approval

See how Pipefy turns ticket management into an intelligent workflow.

Stage
Pain points
Automated activities
AI Agents
Validation and prioritization

Pain points

Tickets arrive without clear urgency

Manual, subjective prioritization

No criteria for defining SLA

Automated activities

Automatic analysis of the ticket description

Assessment of urgency and complexity

Initial definition of priority and due date

Handling and execution

Pain points

Time wasted understanding the issue

Execution without clear direction

Lack of structured history

Automated activities

Suggested routing or resolution

Structured logging of AI analysis

Automatic due date updates

Request Validation Agent
Approval stage

Pain points

Slow approvals

Lack of context for decision-making

Back-and-forth between teams

Automated activities

Automatic routing of the ticket for approval

Display of the AI rationale

Automatic notifications to owners

Completed

Pain points

Lack of visibility into resolved tickets

No history for future analysis

Automated activities

Automatic ticket closure

Logging of total resolution time

Final communication to the requester

Up to 40% faster ticket resolution

Lower SLA through automatic validation, intelligent prioritization, and less manual rework.

Automatic prioritization from intake

All tickets enter the workflow already categorized by urgency and complexity.

Less support ops rework

AI-documented analyses and decisions reduce reopenings and internal back-and-forth.

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Become a Pipefy expert: master building AI agents and take your processes to the next level.

Learn, hands-on, how to create, automate, and scale end-to-end processes in Pipefy Academy.

What you’ll learn:

Create and organize your processes

Build forms and portals to centralize requests. Structure pipes and cards to track work with clarity and control.

Manage information with ease

Build custom databases and keep your team’s data always up to date and connected.

Automate and accelerate results

Eliminate manual work with automations, AI agents, and email tools that work for you.

Analyze and improve your operation

Create reports, interfaces, and dashboards to visualize metrics, spot bottlenecks, and make data-driven decisions.

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Start the Process Manager course now

Learn to use Pipefy strategically, build your first agent from scratch, and gain autonomy to scale your workflows—and gain autonomy to scale your workflows.

Access the course

Get answers, learn more, and connect with other specialists.

Join conversations, share best practices, and discover new ways to power up your processes.

Access Pipefy Community

Frequently asked questions

If you need help, we’re here to guide you and provide full support

What is ticket management in Pipefy?
It’s the centralization and automation of support with no-code workflows and AI Agents that automatically validate, prioritize, and organize tickets.
What is the role of the Request Validation Agent?
It analyzes the ticket content, defines complexity, priority, and SLA, and logs the rationale for the decision.
Can I customize priority and SLA rules?
Yes. Rules can be configured based on ticket type, urgency, and your operation.
Do I need an IT team to use this template?
No. Pipefy is no-code and can be configured by the support team itself.
Is this template only for customer support?
No. It also applies to internal support, shared services, and service teams.
How long does it take to implement ticket management AI Agents and see results?
On average, Pipefy agents are configured in minutes, and use cases—regardless of focus—deliver results in about 20 days. That makes Pipefy the most agile no-code AI solution on the market.

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