---
title: "Ticket Resolution"
section: "Agent store — Customer Service — Ticket Management"
canonical_url: "https://leverge.ai/agents/customer-service/ticket-management/ticket-resolution"
category: "Customer Service"
process: "Ticket Management"
trigger: "Run on demand"
publisher: "Ailoitte Technologies Private Limited"
---

# Ticket Resolution

Take an open ticket thread and drive it to a close — what is actually being asked, what has already been tried, and either the fix or an honest handover. Nothing is sent.

## At a glance

- Business function: Customer Service
- Process: Ticket Management
- Runs: run on demand
- Run cost: 7 credits
- Uses a knowledge base: yes

## What it needs

- **Open ticket** (file upload) — The full thread so far — every message in order, including what has already been tried.
- **Resolution settings** (form)

## How it works

1. Reading the ticket
2. Searching the knowledge base
3. Working out what would close this
4. Deciding whether it can be closed now
5. Writing the resolution note for the record
6. Preparing the reply for approval

## What it returns

- **What this ticket actually needs** (classification badge)
- **Reply to the customer** (draft reply)
- **Resolution note for the record** (written summary)
- **What the thread has already established** (verification checklist)
- **What stands in the way** (flagged exceptions)
- **Knowledge base used** (references)

---

Source: https://leverge.ai/agents/customer-service/ticket-management/ticket-resolution — Leverge