Ticket Triage with AI in GLPI: Service Desk & ITSM + AI
Summary
This article explains how AI can automate ticket triage in GLPI by classifying, prioritizing, and routing service desk requests. It compares two implementation paths: the official GLPI AI plugin and custom models trained on an organization’s own ticket history. It also highlights OpServices’ tailored AI integration for GLPI, designed to match each operation’s categories, SLAs, and governance needs. The piece emphasizes measurable benefits such as faster triage, more consistent categorization, and fewer reroutes, while warning about LGPD compliance, LLM costs, and the need for human review.
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Information Technology
applications
Business Intelligence
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IT Monitoring Software
Observability Software
Business Intelligence Software
