Secure AI Agent · Support
AI applied to
the queue that cannot stop
A specialist configured to leave no ticket unanswered, prioritize by impact with explicit criteria, warn about SLAs before they breach, and turn recurring tickets into knowledge.
Companies that trust UPX
Capabilities
What the Support Agent
can do
Main areas of work for the Support and Operations AI Agent across your queue.
No stalled tickets
Sweeps the queue and flags what went unanswered.
Impact-based priority
Classifies by real effect and shows the criteria used.
SLA warnings
Alerts before the deadline breaches, not after.
Prepared replies
Drafts from the documentation and cites the source.
Knowledge base
Turns repeat tickets into reusable articles.
Shift handover
Summarizes what is open and what needs attention.
Skills
Capabilities that compose the specialist
Skills add specific capabilities to the Secure AI Agent according to the processes it needs to execute.
- Impact classification
- Orders the queue by effect and explains the prioritization.
- SLA watching
- Monitors deadlines and alerts before they breach.
- Knowledge extraction
- Groups recurring tickets and drafts the article.
How it worksFrom a backed-up queue
From a backed-up queue
to SLAs under control
Connect your sources, define what the agent can do, and run the queue with criteria visible at all times.
- Connect the queue and the documentation
- The agent works with what the team already records.Connect the ticketing tool, the knowledge base, and the team channel so the Secure AI Agent has access only to what it needs to run the queue.
- Ask for the work
- Talk to the agent in natural language.Ask for queue triage, the tickets about to breach SLA, or a ticket reply through the available channels. The agent understands the context, applies the configured skills, and cites the source documentation.
- The agent prepares. The team resolves.
- From triage to resolution, with control.The agent classifies, drafts, and documents within the defined permissions. Changing production, accessing sensitive client data, and granting credits still require approval.
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Integrations
Connected to the tools where the queue lives
The Support Agent can query your tickets and run tasks in the systems your team already uses.
Jira Service Management 
Flow
What goes in,
what the agent does, and what comes out
From a raw ticket to a queue under control, following your team's criteria and permissions.
Inputs
- Open ticketsCSV
- Knowledge baseDOC
- SLA policyPDF
Processing
Secure AI Agent
Processing the task
- Read
- Classify
- Checkrunning
- Draft
Criteria visibleDocumentation cited
Output
Completed
Queue prepared
- Tickets prioritized by impact
- SLA at risk flagged
- Reply ready with the source
Control
You define how far the Agent can act
Different actions can operate with different autonomy levels, always within your team's criteria.
- 1
Query
Reads tickets and documentation and answers with the source.
- 2
Prepare
Classifies the queue and drafts the reply for review.
- 3
Request review
Waits for approval before replying or changing anything.
- 4
Execute
Performs the action within the defined limits.
Levels are configured per type of action. Changes to production environments, access to sensitive client data, and granting credits or refunds always stay under human approval.
Get started
Put a Secure AI Agent to work.
Start on the platform or choose the plan that fits the pace of your operation.
Security and compliance
Security that can be verified.
Certifications and attestations
UPX maintains SOC 2 Type II and ISO 27001, with independent audit over its information security controls.
Privacy and regulation
- LGPD
- Operations follow Brazil's Law 13.709/2018. In AI Agent contracts, UPX acts as data processor; the legal basis remains with your company.
- Zero Data Retention
- A product policy, not a certification: with compatible providers and configurations, processed content is not retained after execution.
- Retention and deletion
- The retention policy is defined by contract. Once the contract ends, data is deleted within the agreed period.
Frequently asked questions
Common questions about the Support Agent
What support teams usually ask before putting an agent on the queue.
How does it decide a ticket's priority?
By the impact defined in your policy: how many users are affected, whether there is an outage, whether a workaround exists, and what the contracted deadline is. The agent shows the criteria it used in each case, so the queue never goes opaque.Can it tweak the SLA to improve the metric?
No. Reclassifying tickets or reopening deadlines to dress up the metric is out of scope. The agent warns before the breach and records what happened, even when the number looks bad.Does it reply to the customer directly?
If you release that action, yes — always citing the documentation behind the answer. By default it leaves the reply ready for review, and cases not covered by the knowledge base still go to a person.Does it make changes to resolve the ticket?
Not without approval. Changing a production environment is a sensitive action by design: the agent prepares the runbook and the record, and execution follows the team's change process.How does it feed the knowledge base?
It groups tickets repeating the same problem, identifies the solution that worked, and drafts the article for review. The article enters the base after a person validates the content.Is ticket data used to train models?
No. Content processed by Secure AI Agents is not used to train UPX models or third-party models.Can we audit what the agent did?
Yes. Every action is logged: what was queried, which criteria were applied, when, in which system, and under which permission. The history stays available for review and auditing.
Secure AI Agent
Bring a Secure AI Agent to your support team
Talk to our specialists and see how to adapt this AI Agent to your processes, systems, and needs.