See What Is Going WrongBefore It Spreads.
Ticketing Intelligence reads every ticket across ServiceNow, Jira, email help desks and portals. Agents group related tickets into emerging issues, explain the likely cause with evidence and recommend what to do. Your service desk decides.
Tickets per half hour, by officeLast 12 hours
Likely cause. The VPN certificate was renewed at 06:00, and clients on version 5.2 or earlier do not trust the new one.
- Link 142 tickets to problem PRB0041
- Notify Network Operations
- Post a status notice on the service portal
Issues by volume
Recent changes
A sample service desk. All offices, tickets and numbers are made up.
One Agentic Pipeline for Every Queue
Tickets from ServiceNow, Jira, email help desks and portal requests flow through one pipeline. Agents read each one, remove duplicates, group it with related tickets, explain the group and send it where it needs to go.
Sources
Sent to
Connected, Not Migrated
Tickets stay in the systems your teams already use. Nothing about your workflow changes.
Grouped by Meaning
Tickets worded differently but about the same problem land in the same issue.
Minutes, Not Weekly Reviews
A spike shows up as it happens, not at the end-of-week report.
Incoming ticketsLive
VPN will not connect after this morning’s update
VPN certificateRemote users locked out of the case system
VPN certificate“Certificate not trusted” error on sign-in
VPN certificateCannot reach the shared drive from home
VPN certificateVPN client asks for a certificate
VPN certificate- 118 tickets mention a certificate error
- Every affected client runs version 5.2 or earlier
- Tickets began 12 minutes after change CHG0031987
- Recommended actions
- Link 142 tickets to problem PRB0041
- Notify Network Operations
- Post a status notice on the service portal
The Likely Cause, and the Proof
Each issue comes with its likely cause, the evidence that points to it and the change record behind it. Recommended actions wait for a service desk manager to approve them.
Evidence You Can Check
Every cause lists the tickets, versions and timings that support it.
Matched to Changes
Recent change records are compared with when an issue started.
You Approve the Action
Problem records, notices and routing happen only after someone approves them.
Ask Why. Then Keep Digging.
Ticketing Intelligence is built on ThinkStack Search. Service desk leads ask in plain language across ticket systems, change records, runbooks and team chat, and get an answer cited to every ticket, change and thread. Each follow-up keeps the context, so one conversation goes from a spike to its cause, who is affected and the fix.
Why are VPN tickets spiking in Regions 2, 4 and 7 this morning, and what do we tell users?
142 tickets since 06:12 share one cause: the VPN certificate renewed at 06:00 is not trusted by clients on version 5.2 or earlier. The runbook fix is a client update, and Network Operations has confirmed it works in Region 2.
How many users are still affected, and is there a workaround until they update?
311 users in the three regions are still on client 5.2 or earlier. Until they update, they can sign in through the web portal at remote.agency.gov, which uses a different certificate.
Draft a status notice for the service portal.
VPN sign-in issue: users in Regions 2, 4 and 7 on VPN client 5.2 or earlier may see a certificate error. Update to 5.3 from Software Center, or use the web portal in the meantime. Updated 06:45.
Explore by Chat
Follow up without starting over. Each search is a session that remembers what was already found.
Every Source, One Question
ServiceNow, Jira, change records, runbooks and Teams channels sit behind one search box.
Keyword and Meaning Together
Exact matches catch ticket keys and error codes, while semantic search catches the same problem described in different words.
Only What You Can See
Results respect each person’s existing permissions, checked on every search.
Built for Government Service Desks
Agents run in your environment, keep your people in charge of every decision, and keep your data out of model training.
People Approve Every Action
Agents group, explain and recommend. Service desk staff approve, and every approval is recorded under a name.
Your Data Never Trains a Model
Documents, tickets, conversations and contract data are used to do the work and nothing else.
Runs Inside Your Boundary
GovCloud, on-premises or air-gapped, with no external dependencies.
Evidence for Your ATO
Every agent action and human decision is recorded and maps to your control families.
The AI Provider You Approve
The model connection sits behind one interface, so you can use the provider your agency approves.
Configured, Not Coded
Rules, routes, sources and thresholds are settings your administrators can read and change.
Related Modules
The platform modules these solutions are built on.
Frequently Asked Questions
Common questions about ThinkTrends Ticketing Intelligence.
What is ThinkTrends Ticketing Intelligence?
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ThinkTrends Ticketing Intelligence is an agentic AI solution that reads every ticket across ServiceNow, Jira, email help desks and portals. It groups related tickets into emerging issues within minutes, explains the likely cause with evidence and the matching change record, and recommends actions your service desk approves.
How is ThinkTrends different from the AI built into ServiceNow or Jira?
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AI built into a ticketing tool works inside that tool. ThinkTrends reads across every ticket system at once, groups tickets by meaning rather than keywords, links issues to recent changes with evidence, and runs inside your own boundary with a full audit trail.
Which ticket systems does ThinkTrends Ticketing Intelligence read?
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ServiceNow, Jira and email help desks out of the box, and other systems through connectors. Tickets stay where they are, and nothing about your existing workflow changes.
Does ThinkTrends change tickets on its own?
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No. Agents group, explain and recommend. Linking tickets, opening problem records, notifying teams and posting status notices happen only after a person approves them, and every approval is recorded.
How does ThinkTrends know tickets are related?
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It reads what each ticket means, not only its keywords, and compares users, devices, software versions, locations and timing. Tickets worded differently but about the same problem are grouped into one issue.
How fast does ThinkTrends detect an emerging IT issue?
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Within minutes of the first related tickets, not at the end-of-week review. Volume spikes appear on a live heat map by office, and each new issue shows its ticket count, cause and evidence as it grows.
Is our data used to train AI models?
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No. ThinkTrends uses tickets only to do the work, inside your own environment. Your data is never used to train, tune or evaluate a model.