Documentation

Supported platforms

ITSM Autopilot integrates with the most widely used ITSM/ESM platforms:

• Freshservice
• ServiceNow
• TOPdesk
• Zendesk
• Jira Service Management
• Halo PSA
• + custom integrations via webhook

Each platform connects via API key, Bearer token, Basic Auth, or OAuth 2.0.

Setting up connection

1. Go to Settings > Integrations.
2. Select your platform.
3. Enter your domain (e.g. company.freshservice.com).
4. Enter your API credentials.
5. Click "Test" to verify the connection.
6. Copy the webhook URL and configure it in your ITSM platform.

Webhook configuration

ITSM Autopilot receives tickets via webhooks from your ITSM platform.

• Configure your ITSM to send webhook events on ticket create and update.
• The webhook URL is shown in Settings > Integrations.
• Optional: enable HMAC signature verification for extra security.

POST https://api.itsmautopilot.com/api/webhooks/itsm
Content-Type: application/json
X-Webhook-Signature: <hmac-sha256>

Agent overview

ITSM Autopilot includes 4 pre-configured agents covering the full ticket lifecycle:

Agent phases

Each agent can be in one of four phases:

Agent instructions

Each agent has a customizable system prompt that controls its behavior:

• Write behavior rules in plain language (NL or EN).
• Configure trigger conditions (when the agent should run).
• Set system scope (which applications/systems the agent handles).

Example system instruction:
"Only answer tickets about Microsoft 365.
Route Exchange-related tickets to the
email team."

Tools

Each agent has one or more tools (workflows). A tool consists of steps:

• Knowledge search - searches the knowledge base
• AI reasoning - lets the model reason
• Condition check - checks conditions
• API call - calls external APIs

Each step has configurable thresholds and constraints. You can enable or disable individual tools per agent. System tools cannot be deleted, only enabled or disabled.

How the knowledge base works

The Knowledge Curator automatically extracts solutions from resolved tickets. Each article contains:

• Title
• Symptoms
• Root cause
• Workaround
• Instructions
• Tags

Articles start in "pending review" status until you approve them. Approved articles are used by other agents to resolve future tickets.

Managing knowledge articles

• View all articles on the Knowledge page.
• Approve or reject pending articles.
• Edit existing articles to improve quality.
• Add your own articles manually.
• The system tracks how often each article is matched (occurrences).

The knowledge flywheel

The knowledge flywheel is the core mechanism that continuously improves your service desk:

Dashboard

The dashboard gives you an at-a-glance overview of:

• Setup checklist - OpenAI key, ITSM connection, active agent
• Tickets processed - total and success rate
• Average AI confidence - confidence score
• Tickets per day - chart
• Agent performance - overview per agent
• Recent runs - latest processing results

Runs (Activity)

Every ticket processing is logged as a "run".

• Each run shows which agents triggered, which steps ran, and the confidence scores.
• Timeline view with step-by-step execution details.
• Filter by agent.

Audit Log

The audit log records all system events:

• Agent created, key saved, connections updated
• Configuration change tracking

AI Model

• Default model: gpt-5-mini (fast, cost-effective)
• Per-tool override: select gpt-5 for tools that need stronger reasoning
• Knowledge Curator tools use gpt-5 by default for better extraction quality
• Model settings are in Settings > AI & Data

Users

• Invite team members via email.
• Three roles: Admin (full access), Operator (run agents, edit knowledge), Viewer (read-only).
• Manage roles in Settings > Users & Access.

Secret Vault

• Store API keys, OAuth tokens, and credentials securely.
• Encrypted at rest.
• Referenced by agents when making API calls.
• Manage in the Vault page.

Data security

• All data encrypted in transit (TLS) and at rest.
• Row-level security: organizations cannot see each other's data.
• ITSM credentials stored in encrypted vault.

PII masking

Personal data is automatically detected and masked before storage:

• Email addresses
• Phone numbers
• Employee IDs
• IP addresses
• Credit card numbers
• SSN

Knowledge base articles are always PII-free. Ticket activity logs are masked before persistence.

OpenAI & Data processing

• You provide your own OpenAI API key.
• Your data is sent to OpenAI via YOUR key (you are the data controller).
• ITSM Autopilot does not maintain its own OpenAI accounts for customer data.
• Review OpenAI's data usage policies for your key type.

Pricing

Managing your subscription

1. Go to the Billing page.
2. Subscribe via Stripe checkout.
3. Manage payment methods and invoices via the Stripe billing portal.
4. Cancel anytime.