Ticket Triage Genie is a Workato-powered AI agent that autonomously triages newly opened IT tickets. It analyzes each ticket’s subject and description, classifies it into the appropriate category and sub-category, and routes it to the right live agent group. The Genie also searches the connected knowledge base for relevant resolutions and adds solution notes when available, helping internal teams resolve issues faster. It supports Zendesk and Freshservice apps and can use knowledge from ITSM knowledge bases.