Agentic workflows for IT support

Move beyond automation with intelligent AI agents

ZAI’s Agentic Workflows for IT Support combine AI agents, generative AI and intelligent workflows to automate complex tasks, analyse data and execute actions with minimal human intervention.

Join waitlist
task_alt

Instant classification

Tickets read and categorised in real time

arrow_split

Accurate routing

Matched by skill, availability & client history

data_exploration

No rip-and-replace

Deploys inside your existing PSA stack

Delivered by Zenzero — Sunday Times Top 100 & Deloitte Fast 50 UK tech company

Agentic workflows for IT support

What are agentic workflows?

An agentic workflow is a process powered by intelligent AI agents that can make decisions, execute tasks autonomously and adapt to changing situations.

Unlike traditional automation, which follows fixed instructions, agentic AI workflows use large language models, agent reasoning and real-time data to determine the best course of action.

These intelligent systems can understand human language, process customer inquiries, analyse historical data and take action without requiring constant human oversight.

By enabling AI agents to collaborate across multiple systems and workflows, organisations can automate more complex processes while maintaining service quality and control.

task_alt

Faster resolutions.
Better resource allocation.
Higher customer satisfaction.

Powered by intelligent classification, historical data and real-time analysis, ZAI's AI-powered triage system automatically reviews incoming tickets, identifies priority, and routes them to the right engineer every time.

About Zai

Why it matters now.

0
Workflow Combinations
0 mins
Saved per user management ticket
0
Users
0
Platform integrations

Leading institutions and platforms protect your information using bank-grade
encryption (typically AES-256) and multi-factor authentication (MFA).

The Challenge

What's slowing
your support team?

ZAI is purpose-built to solve every one of them.

Learn More
deployed_code_alert

Software overload

Application sprawl creates context-switching chaos that slows every engineer.

database

Lost in the data

Repetitive admin prevents engineers from solving the problems that matter.

flowsheet

No consistent process

Different engineers follow different versions of the same playbook.

bug_report

Fix and forget

Recurring issues go unrecognised — solved from scratch every single time.

track_changes

Untracked changes

Siloed systems mean data is double-keyed and changes slip through.

call_missed

Missed SLAs

Without automatic prioritisation, critical tickets sit unattended until it’s too late to meet commitments.

WHY CHOOSE ZAI

Purpose-built for MSPs.
Unlike any other tool on the market.

browse_activity

Improve service desk efficiency

Manual ticket management consumes valuable engineering time. ZAI eliminates unnecessary administration, allowing your support team to focus on solving customer issues rather than triaging tickets.

arrow_split

Route incoming support tickets accurately

Every ticket is matched against real-time skills, availability and customer context, ensuring requests reach the most appropriate engineer from the outset.

priority

Prioritise what matters most

High priority incidents and urgent requests receive immediate attention, while lower-priority tasks are organised appropriately within the queue.

rebase_edit

Deliver a more consistent support process

Different engineers often follow different approaches. ZAI creates a repeatable ticket triage process that applies the same standards across every ticket.

finance_mode

Increase customer satisfaction

Faster routing, improved response times and quicker resolution of customer issues help deliver a better customer experience and stronger customer feedback.

all_out

Scale without adding complexity

As support requests grow, ZAI helps allocate resources more effectively, ensuring support operations remain efficient without increasing manual workload.

How does it work?

Automate complex workflows with AI agents that think, decide and take action from start to finish.

1. An event triggers the workflow

A customer query, support request, service alert or business process initiates the workflow.

2. AI agents analyse the situation

Using natural language processing, historical data and real-time data, AI agents analyse information, identify context and determine the most appropriate next step.

3. Multiple agents collaborate

Rather than relying on a single agent or one monolithic agent, ZAI uses multiple specialised AI agents designed for different tasks.

These specialised agents communicate, share information and coordinate actions through multi-agent collaboration.

For example:

  • One agent may analyse customer interactions

  • Another may retrieve relevant information

  • Another may execute automated processes

  • Another may manage approvals or escalations

4. Actions are completed automatically

Agentic AI workflows can execute tasks autonomously, automate tasks across systems and manage complex workflows with minimal human intervention.

Where required, workflows can include human review, human input or approval steps before actions are completed.

5. Continuous improvement takes place

Feedback loops enable agentic systems to learn from outcomes, improve performance and refine decision making over time.

Icon

ZAI reads the ticket before we do and puts it on the right engineer's desk first time. Our triage time has all but dissappeared."

Service Delivery Manager

London-based MSP

Integrations

Built for modern MSPs.

Unlike generic AI tools, ZAI is purpose-built for managed service providers.
There’s no rip-and-replace project required — ZAI fits into your existing setup and starts delivering value from day one.

Microsoft 365
Azure
IT Glue
PSA Systems
ERP Systems
Active Directory
Data Stores
GDAP Tenants
FAQs

You ask,
we answer.

Everything you need to know before getting started.
Still have questions? Contact us

What is an AI agent?

An AI agent is an intelligent software component that can analyse information, make decisions and perform actions independently. Unlike traditional automation, an AI agent can adapt to changing situations and execute tasks based on context.

What is the difference between traditional automation and agentic AI?

Traditional automation relies on predefined rules and fixed workflows. Agentic AI workflows use AI models, large language models and intelligent reasoning to make decisions and execute tasks autonomously, even when situations change.

Why use multiple specialised AI agents instead of a single agent?

A multi-agent approach allows specialised agents to focus on specific responsibilities. Rather than relying on one monolithic agent, multiple agents collaborate to solve complex problems, improve accuracy and increase operational efficiency.

Do agentic workflows require constant human oversight?

No. Agentic workflows are designed to operate with minimal human intervention. However, organisations can introduce approval stages, human review processes and governance controls wherever required.

What types of tasks can agentic workflows automate?

Agentic workflows can automate routine tasks, customer support activities, process automation, complex workflows and business processes across multiple systems. Real-world examples include ticket triage, customer query handling, workflow approvals and service management activities.

Will agentic AI replace human agents?

No. Agentic AI is designed to support human agents, not replace them. While AI can execute tasks autonomously, human expertise remains essential for strategic decisions, relationship management and handling highly complex situations.

Ready to see ZAI in action? Join the beta programme.

Join Now

Join the ZAI private beta.
Powered by Zenzero, leaders in intelligent IT.