Assist: AI Agent Assist for the Service Desk | Rezolve.ai

Act 2 · Assist the ones that reach a human: Your agents stop doing the digging.

Seven intelligences on every ticket (analysis, sentiment, ranked next actions, drafted replies, a copilot, guided troubleshooting and institutional memory), with the same glass-box governance underneath.

Agent Assist · 1 of 7 · interactive: Every ticket arrives pre-analyzed.

Before an agent reads a word, Assist has already worked the ticket: what’s broken, who’s affected, business impact, likely causes ranked by probability, the confirmed facts, and the recommended next actions, so the agent opens it already oriented and starts resolving in seconds, not after minutes of digging. Click through three very different tickets, same rigor every time.

#INC-0148 Unable to disable adblock, settings restricted
· Chris Daniels · IT

Incident Analysis · AI-generated
INC-0148
Health: At Risk
What’s broken
The user can’t disable the browser’s adblock / content blocker because the relevant settings are restricted, likely by organizational policy which is blocking their workflow and causing delays.

How often
Ongoing
Who’s affected
Single user (so far)
Business impact
The user is blocked and escalating; urgency is high and no workaround is in place.

Likely causes
Managed-device (MDM) policy enforcing the restrictionHigh
Browser-profile or extension lockdownMedium
Misconfigured content-filtering policyMedium
Confirmed facts
Settings are blocked, likely by organizational policy

No affected asset is recorded on the ticket

Root cause is not yet confirmed

Recommended next actions

  1. Gather browser, device & policy details
  2. Route to the browser-policy team
  3. Offer a temporary, policy-compliant workaround

#INC-0150 VPN drops every ~30 min on office Wi-Fi
· Sam Ellery · Engineering

Incident Analysis · AI-generated
INC-0150
Health: Monitor
What’s broken
VPN sessions drop roughly every 30 minutes on the 4th-floor office Wi-Fi, then reconnect on their own. Wired connections are stable and the same laptop is fine at home, pointing at the office wireless path rather than the client or the account.

How often
Every ~30 minutes
Who’s affected
3 users, same floor
Business impact
Recurring drops are cutting off calls and file transfers mid-session; affected users are starting to route around IT with personal hotspots.

Likely causes
Access-point roaming dropping the IPsec tunnelHigh
VPN client below the 5.4 baseline (no session resume)Medium
DHCP lease churn on the floor’s subnetMedium
Confirmed facts
Drops occur on office Wi-Fi only

Wired and home connections are stable
Three tickets reference the same floor this week
No change request touched the floor’s APs

Recommended next actions

  1. Correlate drop times with AP roaming logs
  2. Check client versions against the 5.4 baseline
  3. Move one affected user to the 5 GHz SSID as a control

#HRC-0207 Missing overtime pay in this month’s paycheck
· Dana Whitfield · Operations

Case Analysis · AI-generated
HRC-0207
Health: At Risk
What’s wrong
The employee’s latest paycheck appears to under-pay roughly 8 hours of manager-approved overtime. They report financial hardship with a bill due this week, so urgency and sensitivity are both high.

How often
This pay cycle
Who’s affected
Single employee (verify batch)
Business impact
Financial hardship risk and erosion of trust. Time-sensitive, the employee needs a resolution or a clear timeline before their bill is due.

Likely causes
Approved OT hours didn’t export from the time system to payrollHigh
Overtime approved after the pay-period cutoffMedium
Manual timesheet entry error for the periodMedium
Confirmed facts
Employee reports ~8 hours of approved overtime

Pay was issued on the last scheduled pay date

No correction has been issued yet

Recommended next actions

  1. Verify identity & the affected pay period
  2. Reconcile the approved timesheet against the payroll run
  3. If confirmed, raise an off-cycle pay correction

#FIN-0173 Supplier invoice INV-2381 unpaid, vendor escalating
· Meridian Supply Co · Accounts Payable

Case Analysis · AI-generated
FIN-0173
Health: At Risk
What’s wrong
The supplier says invoice INV-2381, sent 45 days ago, is unpaid and is threatening to pause shipments. The intake log shows the invoice arrived inside a bundled PDF with a statement and was never split. It isn’t in the AP queue.

How often
First escalation from this supplier
Who’s affected
One supplier (check sender pattern)
Business impact
Supplier relationship at risk plus a possible late-payment penalty, and upcoming shipments are threatened until payment is confirmed.

Likely causes
Bundled PDF never split, invoice archived with the statementHigh
Invoice sent to the statements addressMedium
PO mismatch put the invoice on holdMedium
Confirmed facts
Invoice INV-2381 is not in the AP queue

Intake log shows a multi-document PDF from this sender 45 days ago

The statement from the same sender was processed

No payment record exists for INV-2381

Recommended next actions

  1. Split & route the archived PDF to the invoice queue
  2. Confirm receipt to the supplier
  3. Flag the intake pattern so bundled PDFs from this sender auto-split