Workflow 01
Service Desk Triage Agent
Incoming ticket → classification → KB retrieval → resolution drafting → auto-send / human review / escalation. Built on the Zyos Service Desk module.
By function · Information Technology
Service desk that resolves Tier-1 without humans. Alerts that arrive triaged.
The IT operations grind, Tier-1 tickets, knowledge-base maintenance, provisioning chains, alert flooding, compounds when agents handle the obvious cases and route the rest to humans with context. The Zyos Service Desk module shipped in May 2026 and runs the Tier-1 layer for engagements that adopt it.
Agent workflows we deploy
Five concrete workflows, not abstract claims.
Each workflow is a multi-step orchestration with a visible task log and an outcome metric. Zyos builds the foundation first, then runs these workflows for you and oversees them.
Workflow 02
Anomaly + Root-Cause Agent
System monitoring → anomaly detection → context gathering across systems → hypothesis → notification → corrective-action proposal.
Workflow 03
Knowledge Base Maintenance Agent
KB freshness check → outdated-content detection → update suggestions → ticket-trend mining → new-article drafting → human review.
Workflow 04
Provisioning + Access Agent
New-user event (HR signal) → role-based access provisioning across N tools → license tracking → 30-day usage review → deprovisioning workflow.
Workflow 05
Security Event Triage Agent
Alert ingestion → false-positive filtering → severity classification → playbook execution for known patterns → human review for novel.
Show, don't tell
One worked example, end-to-end.
Workflow steps + a sample of the visible task log + the outcome metric.
Customer Support · AaaS, Lean
Tier-1 Resolution Agent Workflow
Ticket intake → classification → knowledge-base retrieval → resolution drafting → human review or auto-send → SLA tracking → escalation.
01Ticket intake
Capturing inbound from email / portal / Postmark webhook.
02Classification
Routing by topic + severity + customer tier.
03KB retrieval
Resolving the matching playbook with confidence score.
04Draft response
Composing reply grounded in retrieved docs + customer history.
05Human review or auto-send
Sending if confidence > threshold; otherwise queueing for CSM.
06SLA tracking
Logging response time against contractual SLA.
07Escalation
Promoting to human owner with full context on miss or repeat.
Visible task log · Foundational AI Layer
step 1/7 · Capturing inbound from email / portal / Postmark webhook ...done in 1.6s
step 2/7 · Routing by topic + severity + customer tier ...done in 2.3s
step 3/7 · Resolving the matching playbook with confidence score ...done in 3.0s
step 4/7 · Composing reply grounded in retrieved docs + customer history ...done in 3.7s
Outcome metric
−42% TTFR
Time-to-first-resolution · 9-week engagement window (anonymized)
BI signals
What this function generates, and what it consumes from the rest of the business.
The cross-functional integration is what makes agents compound. A signal generated here often triggers action somewhere else.
Generated
- Ticket resolution time
- First-contact resolution rate
- MTTR for incidents
- Knowledge-base coverage
- License utilization
- Security event triage volume
Consumed
- Asset inventory
- System telemetry
- HR provisioning signals
- Security tool alerts
- Change-management records
Software + integrations
The stack we integrate.
Ticketing, monitoring + observability, knowledge base, identity provider, security tools, asset management, change management, integrated. The Zyos Service Desk module (Postmark inbound + ticket lifecycle + SLA + reminder cron) is one piece; the connector layer extends to your IT stack.
Operations changes
What the team experiences in the first 90 days.
- 01Tier-1 resolution shifts from human-first to agent-first with human-review for medium-confidence cases.
- 02Knowledge base goes from 'stale and ignored' to 'fresh and trusted', agents maintain it from real ticket data.
- 03On-call goes from alert-flooded to triaged action items.
- 04Onboarding / offboarding goes from 5-ticket chain to one orchestrated workflow.
Business outcomes
Where the agents do the work.
The mechanism behind each outcome, not a promised number. Where you start is surfaced by Process Intelligence Implementation, the first delivery cycle.
| Outcome | What the agents do |
|---|---|
| Tier-1 ticket resolution time | Agents classify tickets, retrieve the KB answer, and draft or auto-send resolutions, so routine tickets close without a human. |
| First-contact resolution rate | Agents resolve the obvious cases on first contact and route the rest with context attached. |
| MTTR for incidents | Agents detect anomalies, gather context across systems, and propose corrective action, so incidents get triaged faster. |
| IT staff time on operational work | Agents absorb the Tier-1 grind, freeing staff for architecture and complex incidents. |
| User CSAT for IT | Agents respond instantly and keep the knowledge base fresh, so users get accurate answers sooner. |
Customer Success cadence
How the results stay proven, quarter over quarter.
QBR slide tracks ticket volume, resolution time trends, FCR rate, MTTR, agent reliability metrics, top resolution categories, KB freshness score. OKRs typically tie to user-impacting incident reduction + IT productivity uplift.
Ready when you are
Start with a measurement.
The Opportunity Engine intake routes by function. Pick this one in the bottleneck question and the diagnostic will identify the two or three workflows worth deploying first. Zyos builds the foundation first, then runs the agents for you as a managed service on zyos.io.
IT
Insights and proof
Articles and case studies tied to this work.