Tickets

The AI HelpDesk provides a conversational interface for managing infrastructure tasks through AI-powered Tickets. Each Ticket connects you to an intelligent AI Agent who can reason through problems, suggest commands, and collaborate with you in real time via the Canvas workspace.

Creating a Ticket

To begin a new interaction, users create a Ticket within the context of a specific Tenant, ensuring that all Agent actions and suggestions occur within the correct infrastructure scope. When creating a Ticket, the system requires selecting an AI Agent with the appropriate domain expertise, such as Kubernetes operations, observability, or deployment troubleshooting. A ticket can include input from multiple Agents. This allows for collaboration across different domains (for example, Kubernetes and Observability) within the same troubleshooting session.

To create a Ticket, complete the following steps:

1. Navigate to AI Suite -> HelpDesk.

2. Select the appropriate Agent and Instance. Other Agents can be assigned to the Ticket later if new capabilities are needed, see Managing Tickets below.

3. In the Message to Agent field, describe your task or problem, or choose one of the provided prompts (for details on customizing prompt suggestions, see the Agent documentation).

4. Click Submit to send the message and initiate the Ticket. The Canvas displays, providing a dynamic workspace to begin interacting with the AI Agent.

Collaborating in the Canvas

Each Ticket provides a Canvas, a dynamic, interactive workspace. The Canvas preserves the state of the interaction, ensuring continuity across multiple exchanges and allowing users to collaborate with the AI Agent as a knowledgeable partner.

In the Canvas you can:

• Send messages to the AI Agent

• View the agent’s reasoning and suggestions

• Track task progress over time

Reviewing Suggested Commands

As the conversation evolves, the AI Agent may propose command-line instructions based on the context of the Ticket. These suggestions appear within the Canvas and are fully interactive. You can:

• Approve the command, queuing it for execution the next time a message is sent to the Agent.

• Reject the command, optionally providing feedback such as preferences or restrictions (e.g., “Avoid using describe commands”).

• Ignore the suggestion, leaving it unacknowledged.

• Execute the command immediately within the Terminal.

Taking Action in the Terminal

Embedded in the Canvas is a shared Terminal that gives you secure, real-time command-line access to your environment, directly from the workspace. You can respond to AI Agent suggestions or run your own diagnostics and scripts, while the Agent, if granted access, can view the commands you’ve executed and suggest its own. This creates a collaborative space for you and the AI Agent to can work together.

To access the Terminal:

1. Click Terminal in the Canvas and select the desired scope:

   • Admin Terminal: select for full environment-level access.

   • Tenant Terminal: select to limit commands to a specific Tenant.

   • Specific container: select a container to open a shell directly inside a running application container.

2. Type commands manually to perform diagnostics, run scripts, or verify application behavior.

3. Optionally enable Share Context With Agent so the AI Agent can observe your Terminal activity and provide real time guidance and suggestions.

All Terminal input and output are automatically saved to the Ticket history. Shared context allows the Agent to provide more accurate suggestions in future interactions while you maintain control over what is shared.

Using Agent-Suggested Resources

As part of a Ticket interaction, the AI Agent may provide helpful supporting resources in the form of clickable links, URLs and files. These assets are tailored to the specific context of your request and are intended to accelerate troubleshooting or task completion.

• Clickable links: follow Agent-provided links to web resources like access guides, external articles, or other resources relevant to your request.

• URLs: Open URLs in a new tab to access dashboards, CI/CD pipeline, logs, and more without leaving the Canvas, enabling monitoring or review of deployment activity.

• Temporary files: Access scripts, manifests, configuration templates, or log snapshots stored in a secure Canvas directory. View and edit them directly in the embedded Terminal, with changes visible to the Agent; the directory is automatically deleted when the Ticket is resolved or closed.

Managing Tickets

DuploCloud HelpDesk allows you to manage your Tickets efficiently. You can access past Tickets for reference, assign a different AI Agent to a Ticket for additional expertise, switch between open Tickets, update Ticket status, or delete Tickets.

1. From the HelpDesk, select one of the following options: