From inbox to action: how AI agents handle service tickets in one go
This demo shows how AI agents handle service tickets from start to finish. Five emails with attachments are forwarded with one click from Outlook to Exact Synergy via Outlook AI. Synergy AI then analyzes the tickets, sets priorities, and performs — with a single instruction — three actions: creating an urgent Synergy request assigned to an engineer, sending a reply email to the customer, and scheduling an Outlook appointment. The crucial difference: these agents do not just summarize, they execute — connected to ERP data via 'tool calling' and pre-built data flows.
Robert Keunen
4 min
From inbox to action: how AI agents handle service tickets in one go
Imagine: five service tickets arrive via email. With attachments. What do you do? Read, summarize, prioritize, create a request in your ERP, send a reply, schedule an appointment.
Twenty minutes of work? Thirty? With AI agents, you get this done with a single instruction.
It starts in Outlook
In this use case, we start where the work comes in: your inbox. Five service tickets are waiting, including attachments. With the Outlook AI add-in, you select the emails, choose the right agent, and forward everything to Exact Synergy with one click. No copying and pasting, no manual typing. The emails come in as tasks, complete with attachments.
Synergy AI takes over
In Exact Synergy, you activate Synergy AI. You select the five incoming tasks and give the agent an instruction – via text or speech. In this case: make a summary, set priorities, and find the most urgent ticket for my engineer.
The agent analyzes all tickets, identifies the urgent ticket at the relevant location, and creates a new Synergy request. That request is directly assigned to the right engineer, with instructions to handle that specific ticket. Important: you are always asked if you want to create the request. The human remains in control.
One instruction, three actions
But it doesn't stop with the Synergy request. In the same instruction, you ask the agent to send a reply email to the customer and schedule an appointment in Outlook. The agent performs all three actions in succession:
• A new request in Exact Synergy — urgent, assigned, with attached document
• A reply email to the customer
• An Outlook appointment on the correct date and time
Three systems, one flow. No switching, no waiting.
Why this matters
This is not a demonstration of what AI "will do someday". This is what it does now. The difference lies not in the technology itself, but in the integration. An AI agent that only summarizes is not worth much — Copilot can do that too. It only becomes truly interesting when the agent actually takes action: creating requests, sending emails, scheduling appointments. Everything linked to your existing processes and ERP data.
And that is precisely the power of AI agents connected to your ERP system via tool calling and dataflows. They don't just read — they take action.
See it in action
Curious about what this looks like? We have created a short demo video.
Three actions, one instruction — effective and fast.