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Autonomous ticket resolution

Overview​

Autonomous Ticket Resolution (ATR) transforms how engineering teams move work items throughout their entire lifecycle - from initial idea to production deployment and closure. By orchestrating AI agents, automation, and human oversight, Port enables teams to accelerate delivery while maintaining quality and control.

Traditional work items management requires constant context switching, manual handoffs, and repetitive tasks that slow down your most valuable engineers. Port's autonomous approach handles the routine work - triaging requests, generating specs, writing code, running tests, and safely deploying to production-while keeping your team in control of critical decisions.

The challenge​

Most teams already have great coding tools. AI coding assistants, modern IDEs, testing frameworks - these have made writing code faster than ever. But the overall software delivery lifecycle? Still slow.

That's because the loss doesn't happen while engineers are coding. It happens before and around it.

Context switching costs: Developers lose hours each week switching between planning tools, code repositories, CI/CD systems, and monitoring dashboards. Every work item requires manual coordination across multiple systems.

Vague requirements: Tickets arrive without ownership, unclear scope, or missing context about affected systems. Engineers spend hours hunting for logs, asking basic questions, and trying to understand dependencies before they can even begin.

Inconsistent documentation: Writing clear and actionable documentation is challenging for both product managers and engineers. Product requirement documents and technical design documents often take significant time to create, and keeping standards consistent across teams is difficult. Different templates, varying levels of detail, and unique approaches make it hard to ensure documentation is comprehensive and useful before work begins.

Manual handoffs: Work slows down during reviews, approvals, and release coordination. Someone has to triage, someone has to assign, someone coordinates reviews, someone tracks when things are ready to release. Each transition adds delay.

Scattered information: Critical context lives across Jira, GitHub, logs, dashboards, Slack threads, and tribal knowledge. The information your teams need exists - it's just not assembled where and when they need it.

Lack of visibility: Engineering leaders struggle to understand where work is blocked, which items are ready for deployment, and what's actually happening between "in progress" and "done."

Even with the greatest coding tools, the handoffs stay manual, the context stays fragmented, and the overall lifecycle stays slow.

How Port solves this​

Port's ATR provides end-to-end orchestration for the complete work item lifecycle while keeping humans in control of key decisions:

  • Intelligent work items triage and prep - AI agents analyze incoming work items, automatically categorize and prioritize them, then enrich each with relevant context from your software catalog including ownership, dependencies, related services, recent changes, and compliance requirements.
  • Intelligent planning - AI agents help you generate product requirement documents, technical specifications and implementation plans based on your team's standards and the assembled context, ensuring requirements are clear, complete, and actionable before work begins.
  • Autonomous implementation - Delegate routine work to AI agents that generate code following your organization's standards, create tests, and submit pull requests while humans focus on creative problem-solving and architectural decisions.
  • Safe, staged deployment - Every deployment follows your governance policies automatically, with agents handling routine checks and routing critical decisions to the right approvers based on your RBAC policies.
  • Human oversight at every stage - Your team maintains control through approval gates, real-time visibility, and the ability to intervene at any point, with Port surfacing only the decisions that require human judgment.

How can Port help​

At each stage, Port:

  • Enriches context from your software catalog (blueprints, entities, relations)
  • Applies standards via scorecards and policies
  • Automate work through actions and workflows
  • Routes decisions based on RBAC and approval policies
  • Maintains visibility with real-time status and audit trails

The impact​

Imagine a product manager creates a feature request. Within minutes, Port has enriched it with affected services, identified the owning team, pulled recent changes and relevant architecture, and routed it to the right people - all automatically.

An agent generates a technical spec based on your team's standards and the assembled context. The engineering lead reviews and approves. The agent creates an implementation plan, generates code and tests following your organization's patterns, and opens a PR.

Automated quality checks run: test coverage, security scans, compliance verification, scorecard validation. A developer reviews the code, requests changes. The agent addresses feedback. Port orchestrates deployment through staging, then waits for human approval before production.

After deployment, automated health checks verify success. Documentation updates automatically. The ticket closes with a full audit trail.

Throughout this entire flow, Port acts as the orchestrator - coordinating humans and AI agents at each stage, maintaining context, enforcing policies, and ensuring visibility. You can bring your own AI models and agents as needed, while Port handles the coordination, approvals, and integration with your existing tools.

Time from idea to production: Days instead of weeks.
Human involvement: Only where judgment mattered.
Quality: Standards enforced automatically at every stage.

Benefits​

Faster delivery: Reduce time from work item ticket creation to production by automating routine tasks and eliminating manual handoffs.

Higher quality: Enforce standards automatically at every stage - security scanning, test coverage, documentation requirements without slowing teams down.

Better developer experience: Free engineers from context switching and repetitive work, letting them focus on complex problem-solving and innovation.

Increased visibility: Engineering leaders see real-time status of all work, identify bottlenecks instantly, and make data-driven decisions about resource allocation.

Scalable processes: As your organization grows, Port scales your best practices automatically - new teams inherit proven workflows without manual training.

Reduced toil: Platform teams spend less time on work triage, deployment coordination, and status updates - Port handles the operational overhead.

Implementation guides​

Ready to implement autonomous ticket resolution? Start with these guides:

Get started​

Autonomous ticket resolution works with your existing tools and workflows:

Start by mapping your current ticket lifecycle, identifying high-volume, repetitive work items, and implementing self-service actions for common requests. Then progressively add automation, AI agents, and approval workflows.

Next steps:

  1. Review the implementation guides above
  2. Expore our live demo to see autonomous ticket resolution in action
  3. Schedule a demo with our team to discuss your specific use case
  4. Join our community Slack to learn from other teams

Part of Port's suite of solutions for modern software delivery. Learn more about Self-healing incidents, Resource management, and Engineering intelligence.