AI Support Automation
Most infrastructure tickets are variations of the same twenty requests. StackHeal reads each one, works out what is actually being asked, gathers the context an engineer would gather, and runs the workflow you have approved for it — handing anything unusual straight to a person.
Request triage
Benefits
Password resets, disk space, service restarts, quota bumps and status questions follow a known shape. Give each one a workflow and the queue stops filling up with them.
When a request does need an engineer, it reaches them with the host identified, recent metrics attached, related alerts correlated and the relevant runbook linked.
Responses are generated from your own documentation and past resolutions, so a 3am request is handled the same way as a 3pm one.
Confidence thresholds, tenant rules and action scopes decide what automation handles. Everything else is routed to the right team with a reason attached.
How it works
Each stage is observable and each stage can be configured to stop and ask for a person.
The request is read and labelled with an intent, the affected asset or tenant, and a confidence score. Low-confidence requests never reach an automated action.
StackHeal queries the systems that know the answer — monitoring, the hypervisor, the backup catalogue, the asset inventory — and builds a picture of current state.
Your runbooks, documentation and previously resolved tickets are searched for the handling you have already standardised on.
A reply is drafted in your own tone and format, citing the findings. You choose whether drafts send automatically, or wait for review per request type.
If the intent maps to a workflow that is permitted for that asset and requester, it runs — within the scope you defined, never beyond it.
The result is re-checked against the original symptom. Verified outcomes close the ticket with a record; anything unresolved escalates with everything gathered so far.
Example workflows
These are the request types customers typically automate in their first month, because the handling is already well understood.
Trigger: Ticket mentions slow site, write errors or a disk warning
Trigger: Ticket reports a service or site is unreachable
Trigger: Ticket asks for SFTP, database or panel access
Trigger: Ticket asks about maintenance, an incident or an invoice line
About these examples
Compatibility
Systems connect through maintained connectors or through their own APIs and webhooks. Check the directory for each system's current status.
Controls
Automation that touches customer systems needs limits you can describe to an auditor. These are enforced by the platform, not by prompt instructions.
A workflow can only call the operations you have registered. There is no general-purpose shell for the model to reach for.
Set the minimum classification confidence required before any action runs. Below it, the ticket goes to a person.
Mark any action as approval-required, by request type, tenant, environment or blast radius.
Every classification, query, draft and action is recorded with inputs, outputs and the identity that authorised it.
StackHeal products share one workflow engine, one action catalogue and one run history.
Standardize virtual machine provisioning and infrastructure lifecycle operations.
Learn moreConnect monitoring signals with troubleshooting and approved remediation workflows.
Learn moreConnect systems and automate repetitive operational processes.
Learn moreThe questions we are asked most often in evaluation calls.
Something not covered here? Ask our team.
We will scope a proof of concept around one or two of the request types your team handles most often, and show you what the run history looks like.