Automating request summaries through a custom agent

This topic provides an end‑to‑end example of how administrators can create and configure a custom agent to automatically generate summaries of incoming service requests by using Service Collaborator.

When an incident request is submitted through the Contact Global Support General Request form, it is assigned to a service desk agent. The Automated Request Summaries custom agent converts it into a clear, structured summary in Service Collaborator, enabling service desk agents to begin resolution faster.

The example walks administrators through building a custom agent that automatically summarizes unstructured incident requests. You can use the same configuration pattern as a foundation for building other custom agents.

Key considerations for the custom agent output

• The quality of the ticket summary depends on the quality and completeness of the data submitted in the Contact Global Support General Request form.
• The relevance of the knowledge articles retrieved by the custom agent depends on the current state of the knowledge base. We recommend regularly maintaining the knowledge article.
• Changes to the Contact Global Support General Request form might require user communication and change management for end users familiar with the previous format.

Process for automating service request summaries by using a custom agent

A remote end user submits an IT service request describing a problem in an unstructured manner. Service desk agents must manually read and interpret lengthy incident descriptions, which slows triage and resolution. To address this, an administrator implements a custom agent that automatically summarizes incoming service requests and presents actionable insights to service desk agents.

To implement this process, refer to the following phases:

Phase	Process
Phase 1: Create the custom agent	Create a custom agent that: Processes service requests submitted through the Contact Global Support General Request form Generates a concise issue summary and key context Produces structured output for service desk agents in Service Collaborator
Phase 2: Enable knowledge‑assisted triage	Configure the custom agent to: Surface relevant knowledge articles Recommend initial checks for faster diagnosis
Phase 3: Achieve operational impact	After implementation: Service desk agents receive actionable summaries automatically Manual triage effort is reduced Incident resolution becomes faster

At the end of this process, the service desk operates with faster ticket triage without manually analyzing full ticket descriptions.

To configure the custom agent

In the HelixGPT Agent Studio, perform the following actions:

1. Go to the Agents tab and click Add Agent.
2. Enter the custom agent name and description. Select the appropriate agent type, AI provider, and model for summarizing unstructured ITSM ticket data, based on the models and providers supported by HelixGPT in your environment.
3. Go to the Instructions tab to define the custom agent's behavior. Click Generate with HelixGPT and Evaluate to generate and evaluate these instructions, respectively, to verify their security, alignment, and completeness.
   Sample agent instructions

   You are an ITSM triage assistant. When given a service request, perform the following actions:
   Generate a 3–5 sentence plain-language summary for an unstructured ITSM ticket description
   Suggest an incident priority from P1–P4 with a one-sentence justification)
   Recommend an incident resolver group to assist triage. Base your recommendations on the symptoms described and the affected service
   Surface relevant knowledge articles
   Do not guess — if information is insufficient, state what is missing.

4. Click Save and next.
5. Assign the tools and toolkits that the custom agent can use to perform tasks or specific actions. To learn more, see Creating and editing tools and toolkits.
6. (Optional) Assign Sub-agents to support and customize your agent.
7. Click Create Agent to complete the custom agent-creation process.