--- Title: "IT process automation: how many IT tickets can an AI service desk agent close?" Url: "https://devrev.ai/blog/automate-60-percent-it-tickets" Last Updated: "2026-10-21" Author: "DevRev Editorial" Category: "Customer Service" Excerpt: "A vendor’s resolution rate describes somebody else’s tickets. Three filters on your ticket export show how many an AI agent could close and what to ask first." Reading Time: 15 --- # IT process automation: how many IT tickets can an AI service desk agent close? **TL;DR** - IT process automation with an AI service desk agent closes only some of your IT tickets on its own. Three things decide how many: your ticket mix, the systems the agent may change, and what the vendor counts as resolved. - Our [IT page](https://devrev.ai/use-cases/service-desk-automation) says the service desk agent in Computer, by DevRev, can “automatically resolve up to 60% of IT issues.” Our help center lists agents for internal teams as “coming soon,” so ask us in a demo which run in your account today. Then test the 60% against your own ticket export. - Buy the agent that can write where your fixes live, then ask how it counts “resolved.” If most of your tickets need systems the agent can’t write to, or an approver nobody has named, the right number of AI agents is zero, for now. - Vendors bill in different units: seats, sessions, conversations, credits, or outcomes, and some publish no price at all. ## What is IT process automation? IT process automation is software that carries an IT request, such as a password reset or an access request, from start to finish with less work from a technician. An AI service desk agent is one form. It takes an employee’s request in chat, email, or a portal and, with permission, makes the change itself. Anything the agent can’t finish goes to a person. So the number that matters is the share of your own tickets an agent can finish, not the share a vendor reports for someone else’s. ## Where do your IT fixes live? If your fixes live in one platform, compare that platform’s own agent first. If they span several systems, buy the agent that writes across them, and check how it counts “resolved” before you compare its number with anyone else’s. | Your setup or goal | Start with | Ask before you buy | | --- | --- | --- | | Fixes span ServiceNow and several other systems, and nobody wants a migration | Computer | Which internal agents run in your account today, since our help center lists them as “coming soon” | | One chat assistant in front of many back ends | Moveworks | Whether resets must finish in chat, since password resets link out | | Fulfillment already runs on ServiceNow or Jira | ServiceNow or Jira Service Management | Whether your tier includes the agent: ITSM Prime, or Jira Premium or Enterprise | | You want to price seats before a sales call | Freshservice | What Freddy AI Agent Studio costs after its promotion ends on December 31, 2026 | | You already automate with Automation Anywhere | Aisera | What counts as a billed “result” | | Every action pinned to code you approved | Serval | Whether its ticket guarantee counts “AI resolved” or “AI assisted” | Fixify, an IT help desk provider, built its 2026 IT Help Desk Benchmark Report from 50,000+ tickets. In it, the most common IT request is app assignment, giving someone access to an app, and Fixify doesn’t hedge: “It’s not password resets.” ## Which IT tickets can an AI agent close on its own? Three filters decide it, in this order, and each one lowers the ceiling that a vendor’s percentage implies. ### Filter one: your ticket mix Fixify’s benchmark covers 50,000+ tickets from 30+ organizations over 14 months, so it’s one vendor’s customer sample, not a census. In that sample, more than 70% of tickets fall into three categories: software and applications, onboarding and offboarding, and identity and access. A category groups many request types, so look at the types, too. The single most common one, app assignment, is 28.1% of tickets in Fixify’s benchmark, more than four times the next one, permissions management at 6.2%. To find your own shares, tag a quarter’s closed tickets the same way. | Ticket category | Share of tickets | What the fix is | Can an agent close it alone? (our read) | | --- | --- | --- | --- | | Software and applications | 38.2% | A license, a group, or an install | Yes, if it can write to the app or your identity provider | | Onboarding and offboarding | 16.6% | Several writes across systems | In part: each step can fail on its own | | Identity and access | 15.9% | A write, after an approval | Yes, once you know the approver | | Collaboration | 11.7% | A write that may add a paid license | In part: someone owns that budget | | Hardware | 8.4% | Physical work | No: it can open the order, not ship the laptop | | Security | 3.7% | An investigation | No: keep people on it | | Connectivity | 2.4% | Diagnosis, often on site | Almost never | _Seven of the nine categories in Fixify’s 2026 benchmark, as shares of total ticket volume. The last two columns are our read._ ### Filter two: what the agent may write into Each reset, access request, or install ends in a write to an identity provider, a SaaS console, or a device manager. An AI agent closes those tickets only where it can reach that system and your policy lets it act. Everywhere else, it’s a polite ticket router. So ask every vendor which systems its agent writes to, and under whose credentials. In June 2026, [attackers hijacked Instagram accounts](https://krebsonsecurity.com/2026/06/hackers-used-metas-ai-support-bot-to-seize-instagram-accounts/) by social-engineering Meta’s AI support chatbot. Shlomi Vaknin, Senior Architect at DevRev, explained why the chat agent in our service desk automation can’t be talked into the same thing. It has “no credentials for Okta or Azure AD,” and a deterministic workflow engine makes each change, after an entitlement check. “The part that talks has no power, and the part that has power doesn’t talk.” – [Shlomi Vaknin, Senior Architect at DevRev](https://devrev.ai/blog/powerless-by-design) ### Filter three: what the vendor counts Vendors don’t count the same thing, so their percentages don’t compare. Atlassian’s Jira Service Management pricing page counts a conversation as “AI resolved” when the employee “abandons the conversation, resulting in the conversation being auto-closed.” Moveworks’ ticket filter documentation says each customer’s Ticket Resolution Filter “can be configured,” and the tickets that pass it form the denominator of its resolution percentage. ### How to find your own ceiling 1. Tag a quarter’s closed tickets by the system each fix changed. 2. Strike what no agent should close alone: security incidents and hardware. 3. Write down who approves each app. Fixify’s benchmark calls that the usual bottleneck. 4. Ask each vendor, in writing, what “resolved” includes. If most of your queue fails the second and third steps, hold off: an agent would have little to close yet. ## How do the seven AI service desk agents compare? This is desk research: we read each vendor’s public pages and documentation in September and October 2026, and we didn’t run these agents ourselves. Pricing pages show where the AI sits in each product. ServiceNow lists its autonomous agent only in its top package, and Atlassian bills every conversation its agent matches, escalations included. Automation Anywhere, an agentic automation company and Aisera’s owner, puts the contrast plainly on its ServiceNow comparison page: “They charge for seats. We charge for results.” We use that contrast as the test in the AI pricing column. If the AI costs extra on top of the product, we read it as added to an older product. If the AI is the product or its billing unit, we call it native. | Agent | Can change, per the vendor | Published price | AI pricing (our test) | Main limitation | | --- | --- | --- | --- | --- | | Computer | ServiceNow tickets, plus skills you build in Agent Studio | Credits; free Mini plan, IT agents on Pro, priced on request | Native, metered | Internal agents read “coming soon” | | ServiceNow | Resolves tickets; Okta resets need a build | Custom quote | Added: top package only | L1 specialist is Prime-only | | Moveworks | Lockouts and MFA resets in chat | Custom quote | Native | Password resets link out | | Jira Service Management | Okta access via intent flows | Per agent; virtual agent needs Premium | Added: higher tier, per conversation | Teams or Slack, not both | | Freshservice | Provisioning, resets, device setup | $19–$99 per agent a month, billed annually | Added: Enterprise, add-on, promotion | Post-promotion price unpublished | | Aisera | Okta lockouts, resets, app access | Not published | Native | Okta token by encrypted email | | Serval | Only published workflows, as fixed code | Not published | Native | Nothing runs until published | _Prices and plans from each vendor’s own pages, read in September and October 2026. “Per agent” means per help desk technician. The AI pricing column is our test._ ## What can each AI service desk agent change? Each entry covers what the agent can change, how the bill grows, and where it stops, from the vendor’s own pages. The Reddit and G2 quotes are single users’ experiences, linked and dated. They show how people describe a product, not how common a view is, and no table cell rests on them. Where we found no Reddit or G2 comment about a product’s AI agent worth quoting, we left that space blank. ### 1. Computer – an agent layer on your stack ![Screenshot for 1. Computer – an agent layer on your stack](https://cdn.sanity.io/images/umrbtih2/production/beaf5d17da3697a061ef2df24b93be73b4fb2cc5-1600x806.png) Computer sits on top of the stack you already run instead of replacing any of it. Our IT page lists what the IT agent does, such as creating tickets in ServiceNow, with no-code templates for common tasks such as password resets and software access. You configure the agent’s actions in Agent Studio, our agent builder. The write itself runs in the separate workflow described in filter two. We haven’t published an IT service desk customer story yet. [This DevRev video](https://www.youtube.com/watch?v=jmmujTOap-Y) covers permissions and blast-radius control: who may run an agent action, and how far it can reach. The session is from July 2026 and runs about 32 minutes. **Features:** - [Optional approval before an action](https://devrev.ai/agent-studio), versions you can roll back, and a log of each agent decision. - Skills run with the permissions of the person the agent acts for, by default. **The bill grows with:** credits, not seats. These IT agents need Agent Studio, which starts on the [Pro plan, priced on request](https://devrev.ai/pricing), so the AI is the product rather than an add-on. **Limitations:** - As of October 16, 2026, our [help center](https://support.devrev.ai/en-US/devrev/article/LhjCUxm2-agent-studio) lists agents for internal teams as “coming soon,” with no employee channels listed yet, so ask which run in your account today and where employees would reach them. - Guardrail setup is API-only. **Verdict:** Computer suits IT teams whose fixes span several systems and who don’t want a migration project. To see which of your IT tickets Computer could close, book a [15-minute demo of Computer](https://devrev.ai/request-a-demo). If you can bring a quarter’s ticket export, we’ll go through which tickets it could close and which it couldn’t, the awkward ones included. ### 2. Moveworks – the chat-first assistant, now owned by ServiceNow ![Screenshot for 2. Moveworks – the chat-first assistant, now owned by ServiceNow](https://cdn.sanity.io/images/umrbtih2/production/b330d68f9520e8c58c0de7c6a246b89f32eb400a-1028x968.png) [Moveworks](https://www.moveworks.com/) is the chat assistant employees talk to. Its CEO, Bhavin Shah, says the company was founded on building “a powerful AI assistant platform that gets work done,” so there’s no pre-AI product underneath. ServiceNow announced on December 15, 2025, that it had completed its acquisition of Moveworks. Moveworks’ February 26, 2026, release says Moveworks “continues to be offered as a standalone product” and now also powers ServiceNow EmployeeWorks. **Features:** - Unlocks accounts and resets multi-factor authentication (MFA) in chat, per its Account Access documentation. **The bill grows with:** a custom quote. **Limitations:** - Password resets link out to your portal. - Moveworks’ Account Access documentation calls it “a known error” when the assistant names a different account from the one it unlocks. - Tickets that fail its universal filter aren’t used in analytics. **Verdict:** Moveworks works as one assistant in front of many back ends. If resets must finish in chat, test that path in the demo. #### What Reddit says One Reddit commenter likes the Moveworks chat but not the second invoice. In the same comment, their shop is “transitioning back to Now Assist just for budget reasons.” “We used Moveworks as our conversational layer on top of ServiceNow and it handled the Teams intake flawlessly. It’s a great product, but the separate licensing cost is steep.” [r/servicenow. April 2026 ↗](https://www.reddit.com/r/servicenow/comments/1sn8vpc/gave_now_assist_3_months_and_i_am_not_sure_what/ogmfqyo/) ### 3. ServiceNow – agents inside the ITSM record ![Screenshot for 3. ServiceNow – agents inside the ITSM record](https://cdn.sanity.io/images/umrbtih2/production/6c66c521bbc82fd6e0f48a303dccd20524805f72-3456x1602.png) [ServiceNow](https://www.servicenow.com/) sells IT service management (ITSM) in three packages. Its L1 Service Desk AI Specialist works inside the same record as your incidents, catalog, and configuration management database (CMDB). If those already live in ServiceNow, nothing has to sync. ServiceNow publishes two different numbers about its own IT desk. Its December 15, 2025, press release on closing the Moveworks deal says, “Inside ServiceNow itself, AI agents now resolve 90% of IT and 89% of customer support requests autonomously.” Its undated “Now on Now” case study says the L1 specialist covers 15% of incidents “currently eligible” and resolves 46% of those. Both can be true, because they measure different things. **Features:** - Takes tickets, resolves IT issues end to end, and hands off with context, per its L1 Service Desk AI Specialist page. - Resets local account passwords out of the box. Active Directory or Microsoft Entra ID passwords need add-on apps. **The bill grows with:** a custom quote for one of three packages. **Limitations:** - The L1 specialist comes only in ITSM Prime. - Okta password resets need a custom Integration Hub build. - Autonomous mode, the default, resolves without asking the requester. **Verdict:** ServiceNow’s agent makes the most sense when fulfillment already runs on ServiceNow and ITSM Prime is in the budget. Without Prime, our IT page lists creating tickets in ServiceNow among the actions of Computer’s IT agent. Adopting ServiceNow just to get the agent is the long way around. #### What G2 reviewers say A system engineer at an enterprise company, reviewing ServiceNow ITSM under the title “Centralized IT Support with Automation,” found the Virtual Agent the hard part to set up: “I feel complexity in virtual agent out of box workflows, that need to be properly documented. Regarding the Virtual Agent workflows, a more guided setup process would be helpful.” [Raghav M., System Engineer, Enterprise, G2, March 2026 ↗](https://www.g2.com/products/servicenow-it-service-management/reviews/servicenow-it-service-management-review-12456779) ### 4. Jira Service Management – Atlassian’s agent for Jira teams ![Screenshot for 4. Jira Service Management – Atlassian’s agent for Jira teams](https://cdn.sanity.io/images/umrbtih2/production/defbc6b6660fc1cd9f78139ed30704d473eafcec-1932x1090.png) If your service desk already runs in [Jira Service Management](https://www.atlassian.com/software/jira/service-management), its agent needs no new platform. In a February 28, 2025, announcement, Atlassian said “customers report the agent now handles 75% of all internal requests,” without saying how many customers or which requests. **Features:** - Intent flows that grant app access through Okta, as in Atlassian’s customer story on Thumbtack, a technology company that helps people care for their homes. **The bill grows with:** seats, plus Atlassian’s $0.30 per assisted conversation past the first 1,000 a month, and escalations count, too. **Limitations:** - The virtual agent isn’t on Free or Standard. - Teams or Slack, not both. **Verdict:** Jira Service Management’s agent is the short path for teams already on Premium or Enterprise that run one chat tool. ### 5. Freshservice – seat prices you can read before a sales call ![Screenshot for 5. Freshservice – seat prices you can read before a sales call](https://cdn.sanity.io/images/umrbtih2/production/6c72a8e764ec7d11dbc8a31b6bc43327d965f99f-998x1106.png) [Freshservice](https://www.freshworks.com/freshservice/) publishes its seat prices: $19–$99 per technician a month, billed annually (Freshservice calls them agents). Freshworks says its Freddy AI Agent Studio handles requests “from access provisioning to password resets and device setup.” Freddy AI Agent Studio is a promotional offer until December 31, 2026, on Growth, Pro, and Enterprise. As of October 16, 2026, Freshworks hasn’t published what it costs after that. **Features:** - A Freddy AI Agent (Classic) with 1,200 sessions a year on each Enterprise license. - A ServiceBot for ticket actions in Microsoft Teams and Slack, on every plan. **The bill grows with:** seats, AI sessions, and Freshworks’ Freddy AI Copilot at $29 per technician a month. **Limitations:** - Role-based access and full auditability read “(Coming soon)” on its Freddy AI Agent Studio page, checked October 16, 2026. - The Classic agent is Enterprise-only. **Verdict:** Its seats are easy to price without a sales call. Its AI agents aren’t yet, so check which governance controls are live before you widen what the agent may change. #### What G2 reviewers say An innovation and technical specialist at a small business uses Freddy AI’s ticket summarizer and auto-triage daily and says they’ve cut average handling times. The catch is the plan: “The main drawback is how some of the coolest features – especially the advanced Freddy AI capabilities – are gated behind the higher-tier enterprise plans or require paid add-ons.” [Angelique C., Innovation/Technical Specialist at a small business. G2, July 2026 ↗](https://www.g2.com/products/freshservice/reviews/freshservice-review-13115147) ### 6. Aisera – agentic IT support, now inside Automation Anywhere ![Screenshot for 6. Aisera – agentic IT support, now inside Automation Anywhere](https://cdn.sanity.io/images/umrbtih2/production/a3c5559f4ddc66d6352720c3e980099efc4eff6f-1528x1028.png) [Aisera](https://aisera.com/) sells agentic IT support. Automation Anywhere, which announced on November 4, 2025, that it had acquired Aisera, calls it a provider of “agentic solutions for autonomous IT.” **Features:** - Clears Okta lockouts and resets passwords through its Okta connector. - Assigns app access and adds people to Okta groups. **The bill grows with:** “results,” per Automation Anywhere, Aisera’s owner, on its ServiceNow comparison page. Aisera publishes no price list, and we didn’t find a definition of a result on that page on October 16, 2026, so ask for one. **Limitations:** - Okta actions need an Org Admin account. - Setup wants your Okta token sent by encrypted email. Run that past your security team. **Verdict:** Aisera fits teams that already run Automation Anywhere. Get the definition of a billed result in writing before you sign. #### What G2 reviewers say A programming analyst at a mid-market company says setup “took more time than expected” and that Aisera is “on the pricier side if you’re in a smaller company.” Still, the assistant now answers routine questions without the help desk. G2 marks the review as incentivized. “The virtual assistant understands most questions really well and points people to the right answers without involving the helpdesk every time.” [Shubham S., Programming Analyst at a mid-market company. G2, August 2025 ↗](https://www.g2.com/products/automation-anywhere-aisera-solutions/reviews/automation-anywhere-aisera-solutions-review-11510799) ### 7. Serval – deterministic workflows with a 50% guarantee ![Screenshot for 7. Serval – deterministic workflows with a 50% guarantee](https://cdn.sanity.io/images/umrbtih2/production/06e781d4c94243f64ae5e48d32da6a44809888d2-2048x1522.png) [Serval](https://www.serval.com/)’s agent runs only workflows an admin has published, as fixed code, and its own security documentation describes Serval as “an AI company that trusts AI only where it has to.” Its pricing page guarantees “50% of your tickets automated,” which pairs a cautious design with a numeric promise. **Features:** - Approvals a workflow requires are hard-coded into it, not optional at runtime. - Analytics that separate “AI resolved” from “AI assisted.” - Two-way sync with ServiceNow, Jira, and Zendesk, per its pricing page. **The bill grows with:** one platform fee with “no surprises.” **Limitations:** - Ask which count the guarantee uses, “AI resolved” or “AI assisted.” Its pricing page didn’t say when we read it on October 16, 2026. - Nothing runs until someone publishes a workflow. **Verdict:** Serval is built for teams that want every action pinned to published code and a numeric guarantee in writing. #### What Reddit says In an _r/servicenow_ thread asking whether Serval’s pitch is feasible, the one practitioner voice we found is a fan with a caveat: “Serval is a great tool, but I think its niche is small enterprise, maybe medium if you stretch it.” [r/servicenow. August 2026 ↗](https://www.reddit.com/r/servicenow/comments/1vuvnz6/is_what_serval_propositioning_feasible_is_that_a/p54m4n3/) ## What needs approval before an agent acts? Settle this before the demo, because the defaults disagree. ServiceNow’s L1 specialist runs in autonomous mode by default, so it resolves without asking the requester. Its supervised mode asks a fulfiller first. Serval hard-codes any approval a workflow requires into that workflow. In our Agent Studio, a skill’s [Needs Approval setting](https://support.devrev.ai/en-US/devrev/article/kIjLyjeT-agent-studio-reference) makes the agent ask the person it’s helping to confirm before the skill runs. It’s off by default and switched on per skill, so turn it on for anything that changes access. Then write your policy as three lists: no approval needed, the requester’s manager, and IT. ## How do you check the resolution rate after go-live? Watch one number next quarter: tickets closed without anyone on your team touching them, by the vendor’s written definition. Check it against your identity provider’s audit log, and when the two disagree, believe the audit log. See Computer handle an access request with Needs Approval switched on, from the confirmation it asks for to the log of each agent decision you can set beside your identity provider’s audit log. [Book a demo →](https://devrev.ai/demo) ## FAQ ### Can an AI agent resolve 60% of IT tickets? Only if your ticket mix allows it. Our own IT page says our service desk agent can “automatically resolve up to 60% of IT issues.” In Fixify’s 2026 benchmark, app assignment alone is 28.1% of tickets, so test the claim on your own export. ### What counts as “resolved” in a vendor’s automation rate? Whatever the vendor’s written definition says, so get it before you compare two percentages. Some vendors report deflections beside resolutions. Moveworks’ Data API docs count a deflection when “no ticket was filed, no live agent connection was requested, and no negative feedback was given.” So an employee who gives up quietly counts as one. ### Which IT tickets should an AI agent never close alone? Security incidents and hardware, and most connectivity problems. In Fixify’s 2026 benchmark, they’re 3.7%, 8.4%, and 2.4% of tickets. Security needs an investigation, hardware needs someone to ship or fix a device, and connectivity often needs diagnosis on site. An agent can open and route those tickets, but people should close them. ### How much does an AI service desk agent cost? Agent pricing depends on the unit the vendor bills. Freshservice lists seats at $19–$99 per technician a month, billed annually. Atlassian adds $0.30 per assisted conversation past 1,000 a month. ServiceNow, Moveworks, and our Pro plan are priced on request, and Aisera and Serval publish no prices.