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An AI employee can pick up work with nobody handing it over. What it prepares waits for a person: it never changes anything in another system by itself, whatever your approval policy says.
AI employees are in beta, and this needs a second switch on your deployment, off by default, so you will not see it unless your deployment has turned it on. It has never run against a real Zendesk, Freshdesk or Intercom account, and no real Grafana has sent it an alert. See AI employees.

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Pick up new helpdesk tickets

First connect Zendesk, Freshdesk or Intercom to the Support inbox. Then an Owner or Administrator opens the Support employee, finds New tickets, and turns on Pick up new tickets.
  • It looks about every five minutes.
  • It picks up tickets created after you turn it on that are still new when it looks. One your team has already opened stays with your team.
  • Each ticket becomes one piece of work, once. If a check fails, the ticket is read again at the next.
  • What it prepares goes on that ticket, once a person approves it.
The page shows when it last looked and what it picked up. If something stopped it, it says what.

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Who it acts as

Each check acts as the person who turned it on. If they leave, or stop being an Owner or Administrator, it stops and the page says so. Turn it off and on again as someone who can run it. If your organisation is suspended or its trial ends, it stops, and picks up again when you are back.

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What a ticket can and cannot do

Anyone can write a ticket, so its text is treated as coming from a stranger. It fills in the subject and the message and nothing else. It cannot choose what the employee does, which tool it uses or where anything goes. It can ask for a person, which sends it to your team rather than drafting a reply: either way a person decides.

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Limits

A check tries up to 10 tickets, and an organisation files up to 50 a day by default. Past that it stops and says so. Tickets past the limit stay in your helpdesk, and are picked up the next day if they are still new. In Freshdesk a new ticket is one with the status Open; in Intercom, an open conversation. If you switch to another helpdesk, turn picking up on again for it: it starts from that moment. Each ticket may spend one answer from your monthly allowance.

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Send alerts to the DevOps employee

Your monitoring can hand the DevOps employee an alert. Create an API key with the Editor role (the least it takes), then send alerts to the address on the employee’s page under Alerts. The page has an example.
From Grafana, add a webhook contact point with that address, and put the key in its authorization header credentials. Give each rule an alertname and a service, service_name, app or job label. The employee reads your logs, metrics and deploys if monitoring is connected, and prepares a triage summary. It may propose a fix. A person decides, and a fix is never run from here.
  • The same service and title within an hour is one piece of work.
  • An alert that has recovered files nothing.
  • Up to 10 alerts per request, and up to 50 a day by default. Past that it files nothing and says so.
  • There is no way to send one without a key.

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From Sentry and PagerDuty

Sentry and PagerDuty cannot send an API key, so each has its own address, shown beside its connection on the DevOps page. A request there is read only if it carries that vendor’s valid signature, under the secret you saved with the connection, and it acts as the person who attached the connection. A resolved PagerDuty incident becomes a postmortem draft. See Connect your tools and DevOps.
Last modified on November 7, 2026