From inbox to action: how AI agents handle service tickets in one go
From inbox to action: how AI agents handle five service tickets in one go
Imagine: five service ticketsarrive by email. With attachments. What do you do? Read them, summarize,prioritize, create a request in your ERP, send a reply, schedule anappointment.
Twenty minutes of work? Thirty? With AI agents, you do it in 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. Using the Outlook AI add-in, you select the emails, choose the right agent, and forward everything to Exact Synergy in one click. No copy-paste, no manual retyping. The emails arrive 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 voice. In this case: create a summary, set priorities, and find the most urgent ticket for my engineer.
The agent analyzes all tickets, identifies the urgent one at the relevant location, and creates a new Synergy request. That request is assigned directly to the right engineer, with instructions to handle that specific ticket. Important: you always get asked whether you want to create the request. The human stays in control.
One instruction, three actions
But it doesn’t stop at 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 executes all three actions in sequence:
• A new request in Exact Synergy — urgent, assigned, with attached document
• A reply email to the customer
• An Outlook appointment at the right date and time
Three systems, one flow. No switching, no waiting.
Why this matters
This isn’t a demo of what AI “will do someday.” This is what it does now. The difference isn’t in the technology itself, but in the integration. An AI agent that only summarizes isn’t worth much — Copilot can do that too. It gets interesting when the agent actually acts: creating requests, sending emails, scheduling appointments. All connected to your existing processes and ERP data.
And that’s exactly the power ofAI agents connected to your ERP system through tool calling and dataflows. Theydon’t just read — they do.
See it in action
Curious what this looks like? We’ve made a short demo video.
Three actions, one instruction — effective and fast.
