The ITSM Platform Built Around the Agent, Not the Other Way Around
We started with the AI agent and built the system around it. The result is an IT operations layer that resolves tickets, manages incidents, changes, and your full CMDB across voice, chat, Teams, email, and SMS, 24/7.
Every channel your employees actually use
Voice, chat, Microsoft Teams, email, and SMS. One AI agent, one knowledge base, one ticket system. Most platforms are chat-only. We're not.
AI Voice Support
Mira Resolve handles real phone calls, because when production is down, people pick up the phone, not a chat window. Native bidirectional audio with our own voice pipeline as a fallback. Every inbound call is fully recorded and transcribed. Identity verification happens on the call: no ticket, no chat, no friction.
AI Chat & Microsoft Teams
Real-time WebSocket chat for your self-service portal, plus a native Microsoft Teams channel so employees never have to leave the tools they already use. Each session is context-aware: the AI knows the caller's ticket history before they say a word.
Email Intake
Each tenant gets a dedicated support email address. Incoming emails are parsed by AI, triaged by priority, and either resolved automatically or converted into tracked tickets.
SMS Support
Two-way SMS for on-call alerts, identity verification codes, and user notifications. MFA flows use Twilio Verify; employees receive a one-time code and the AI confirms identity before accessing sensitive operations.
Incidents, Problems, Changes, and Major Incidents
The full ITIL lifecycle, designed from the ground up to be operated by an AI agent.
Incident Management
Full incident lifecycle: New → Assigned → In Progress → On Hold → Resolved → Closed. Duplicate detection flags repeat callers automatically. On-hold reasons (Waiting on Customer, Waiting on Vendor, Change Window, Maintenance) pause SLA clocks correctly. Cancelled and reopened states give your reports clean data.
Problem Management
When incidents cluster, Mira Resolve promotes them to Problems. Link multiple incidents to a root cause, track investigation status (Logged → Investigating → Root Cause Identified → Resolved), and publish Known Errors to the knowledge base so the AI can deflect repeat tickets before they're even created.
Change Management (CAB Workflow)
Standard, Normal, and Emergency change types with a full Change Advisory Board workflow. Stakeholders submit changes, peers review, the CAB votes (configurable minimum votes), and the change proceeds through Scheduled → Implementing → Review → Closed. Emergency changes get a fast-track approval path with automatic notifications to your designated emergency approver group. Change templates accelerate routine work.
Service Catalog & Request Management
Build a catalog of IT services (software access, hardware requests, onboarding packages) with dynamic fields the AI collects conversationally. Each catalog item supports approval routing, SLA assignment, and default assignment groups. Requests flow through Submitted → Pending Approval → Approved → In Progress → Fulfilled.
Major Incident Management (MIM)
When a P1 hits, declare a Major Incident in seconds. Assign an Incident Commander, spin up a war-room bridge URL, and broadcast structured updates to internal and external stakeholder lists. SMS blasts go out to up to your configured cap of recipients. Separate cadence windows prevent update fatigue during long outages. Undeclare when resolved; the full timeline is preserved for the post-mortem.
Not a helpdesk chatbot. An IT operations layer.
Alert correlation, SLA management, and a 50+ tool agent toolkit, built so the AI actually resolves work, not just classifies it.
Alert Correlation Engine
Connect Azure Monitor, Datadog, and PagerDuty via webhook. Mira Resolve fingerprints every alert and turns noise into actionable incidents.
- Deduplicates by source, resource, and condition so flapping sensors don't flood your queue
- Suppresses alerts fired during declared maintenance windows
- Auto-promotes to a Problem ticket when a resource breaches your configured threshold
- Auto-closes incidents on resolve events; re-fires reopen the existing ticket instead of creating a new one
SLA Management (P1–P4)
Priority is calculated from a configurable Urgency × Impact matrix (High/High = P1, Low/Low = P4) with its own response and resolution SLA per tier.
- Approaching-breach and breached events fire notifications via Teams and email
- Routes to assigned techs, group leads, and tenant admins
- Clocks pause automatically on on-hold tickets and declared maintenance windows
AI Ticket Operations (50+ Tools)
The AI agent arrives with a full toolkit, all conversationally across voice, chat, Teams, and email:
- Create, update, resolve, cancel, and merge duplicate tickets
- Reassign to self or bulk-reassign queues
- Link related tickets and incidents to problems
- Schedule follow-ups and set on-hold with reason
- Request information from the user and send ticket updates
- Check SLA status and find similar historical incidents
- Trigger on-call escalation chains
Ticket Automation
Configure routing rules that fire on ticket create or update. Keeps your queue organized without manual triage.
- Auto-assign to groups by keyword, category, or CI type
- Auto-set priority based on rule conditions
- Auto-apply SLA policies
Your full IT estate, always in sync
Auto-discover what you can, add the rest manually or through the agent itself. Every CI links directly to incidents and changes, so your tickets always know what's affected.
Auto-Discovery Connectors
Connect a single app registration and Mira Resolve syncs your cloud and identity estate on a 6-hour schedule, or on demand. Available connectors:
| Source | What it discovers |
|---|---|
| Microsoft Entra ID | Users and Entra-registered devices |
| Microsoft Intune | Managed device enrichment (compliance state, serial number) |
| Azure Resource Manager | VMs → servers; App Services, SQL, Key Vaults, VNets → services |
| Manual entry | On-prem servers, printers, SaaS apps, anything else |
CIs link directly to incidents and changes, so your tickets always know what's affected.
Manual, Agent & MCP-Driven CIs
Whatever can't be auto-discovered can be added by an admin, by the AI agent itself, or through your own MCP servers. On-prem servers, printers, third-party SaaS, anything else. Manual CIs are never auto-retired by sync, and auto-discovered CIs use soft-delete so your history stays intact.
Plug into the tools you already trust
Microsoft Entra ID, Zendesk, Zoho Desk, ServiceNow, ITGlue, custom MCP servers, plus a notification engine that routes every ITSM event to the right people.
Microsoft Entra ID / Azure AD
The deepest Azure integration in its class. Password reset, account unlock, and user lookup are all verified with MFA before the AI touches anything. Three-tier verification: unauthenticated (KB search, ticket create) → email-verified (ticket history, account info) → MFA-verified (password reset, account unlock, ticket resolve). Session email is locked in on first verification and cannot change mid-session.
Ticketing Providers
Connect Zendesk, Zoho Desk, or ServiceNow as your system of record. Mira Resolve's provider-agnostic abstraction layer means your AI tools work identically regardless of which backend you use, and switching providers doesn't require retraining or reconfiguration.
ITGlue Knowledge Base Sync (MSP-Ready)
For MSPs, connect your ITGlue account and Mira Resolve indexes your documentation and flexible assets into Pinecone for RAG-powered KB search. The AI answers end-user questions using your own runbooks and procedures, not generic responses.
MCP Server Extensibility
Add custom MCP (Model Context Protocol) servers to extend the AI with your own business tools: internal databases, proprietary APIs, custom diagnostics. Each tenant configures their own server connections independently.
Notification Engine (Teams + Email)
Every ITSM event has a configurable notification rule: ticket created, assigned, updated, resolved, SLA warning, SLA breached, stale ticket alert, CAB vote requested, approval requested, emergency change submitted, Major Incident declared/updated/resolved, on-call chain exhausted. Route to assignee, group members, group lead, tenant admin, incident commander, or a custom stakeholder distribution list.
Built for audit and operations reviews
Full Audit Trail
Every ticket state change, AI action, comment, SLA event, CMDB sync, and CAB vote is timestamped and attributed. Your audit log answers "who did what and when" for every record in the system. Required for ISO 27001 and SOC 2 evidence collection.
Reporting & Analytics
Ticket volume by channel, category, and resolution time. SLA compliance rates by priority tier. Agent and group performance. Problem recurrence trends. Major Incident timelines. Export-ready for your compliance and operations reviews.
Start with what you need. Grow when you're ready.
Legacy providers require a big-bang rollout because everything is coupled to the platform. Mira Resolve is different. The AI agent is the constant; modules just unlock more of what it can already do.
Every tenant starts with Incident Management. Activate additional modules when your team is ready. No consultants, no implementation project, no re-training.
Go live in minutes. Add ITIL depth on your schedule.
AI-first. Not bolted-on.
Legacy providers built ticketing platforms for human agents and have spent the last two years bolting AI on top. The AI is a feature on the side of the platform, designed to make the platform stickier, not to replace the work the platform was built to do.
A second wave of helpdesk chatbots took the opposite approach: chat-first interfaces sitting in front of someone else's ticketing system. Modern, fast to deploy, and genuinely good at one thing: deflection. Routing and classifying tickets is not the same as resolving them.
Mira Resolve is built differently. The AI agent is the product. The ticketing system, the CMDB, the change workflow, the alert correlation engine: every module exists to give the agent more of what it needs to actually resolve work, end to end.
That's why we handle voice when most platforms don't. Why our CMDB is auto-discovered, not manually maintained. Why a Major Incident, an alert storm, and a password reset all flow through the same agent with the same context. The agent doesn't sit on top of the system. The system serves the agent.
We didn't start from a ticketing system and add AI. We started from the agent and built the system around it.
That's the difference. And it's not something a legacy provider can retrofit.
See how we stack up
| Capability | Mira Resolve | Legacy Providers |
|---|---|---|
| Built AI-first (not bolt-on) | ||
| Native voice support | ||
| Full ITSM (Incidents, Problems, Changes, CAB) | Partial | |
| Major Incident Management | Partial | |
| Alert correlation engine | Partial | |
| Azure-native CMDB auto-discovery | Add-on / connector | |
| MSP-ready (multi-tenant + ITGlue) | ||
| MCP server extensibility | ||
| End-to-end resolution (not just deflection) | Partial | |
| Setup time | Minutes | Weeks to months |
Legacy providers built ticketing platforms for human agents and bolted AI on top. We built ours the other way around.
Built for every IT team
Internal helpdesks, MSPs, Microsoft shops, infrastructure teams, and ITIL adopters.
IT Service Desk / L1 Support
Replace your tier-1 queue with AI that resolves password resets, account unlocks, and common issues before a human sees them.
MSP (Managed Service Provider)
Multi-tenant architecture, ITGlue KB sync, Zendesk + Zoho Desk + ServiceNow provider support, and per-client configuration. Built for MSPs.
Microsoft 365 Shops
Deep Entra ID, Intune, and Azure ARM integration. If your estate lives in Microsoft, Mira Resolve already knows it.
Infrastructure-Heavy Teams
Alert ingestion from Azure Monitor, Datadog, and PagerDuty with correlation, flap detection, and automatic Problem promotion.
ITIL Adoption
Start with Incidents, add Problems and Changes when you're ready. No consultant required.
Frequently Asked Questions
Ready to see Mira Resolve in action?
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