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Triage unassigned Jitbit tickets with AI

Tickets from email, the form and the widget land in the Unassigned tab. Every morning someone opens each one, decides who should take it and at what priority, and only then can the work start.

Cotlet does it in your own Jitbit account with list_tickets, get_ticket, list_categories, list_technicians, update_ticket and assign_ticket, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Jitbit do this on its own?

Jitbit automation rules assign tickets from conditions you set in advance, such as the category, or words in the subject line (checked 22 Oct 2026). The official MCP can read a ticket but cannot assign it or change its priority or category. Nothing documented reads a ticket and then chooses category, technician and priority together.

How you do it in Jitbit today

  1. A technician opens the Tickets page and clicks the Unassigned tab, which lists tickets that have no technician yet.
  2. Opening a ticket, the technician reads the first message and sets the category and priority (Low, Normal, High or Critical) in the ticket details on the right.
  3. The technician picks a person in the Assigned to field, or clicks Take over to take the ticket personally, which sets the status to In process.
  4. For a run of similar tickets, the technician ticks them in the list and uses the bulk actions to assign, change category or change priority in one step.
  5. The reading is the slow part, and it repeats every morning, so unassigned tickets are the first to age when the queue is long.

How to triage unassigned Jitbit tickets with AI

Prompt

Go through the unassigned Jitbit tickets. Pick the right category and a technician from that category, set the priority from what the customer wrote, and leave anything unclear for me.
  1. 01

    Collect the unassigned

    list_tickets runs with mode unassigned and pages through with offset until the list ends, so a Monday backlog is triaged as one batch and not only its first page.

  2. 02

    Read each ticket

    get_ticket brings the body and every comment, so the category and priority come from what the customer wrote and not from the subject line alone.

  3. 03

    Match real categories and people

    list_categories runs once, and list_technicians runs per category. A category or technician your rule names but Jitbit does not have is reported, never guessed.

  4. 04

    Set category and priority

    update_ticket sets category_id and priority on the clear cases. A priority name your helpdesk does not have is reported instead of forced.

  5. 05

    Assign the technician

    assign_ticket puts the ticket on a technician of that category, which also moves a new ticket to In process. Every call asks for your OK until you switch confirmation off for it.

  6. 06

    Skip what moved

    Right before writing, the agent reads the ticket again. A ticket a colleague already took is logged as handled and left alone.

What you get back

Example data

Unassigned tickets read: 11
Triaged 8:
- 3 to Billing, priority Normal (invoice and payment questions)
- 3 to Technical support, priority High (login errors with a screenshot)
- 2 to Onboarding, priority Low (how-to questions)
Left for you 3:
- #5131 is one line, "it does not work"
- #5137 threatens to cancel the contract

Other ways to ask

  • Every hour, find unassigned tickets that mention "down" or "urgent", set them to Critical and list them for me.
  • Assign every unassigned Billing ticket to the technician who handles the fewest open tickets.
  • Show me how you would triage today's unassigned tickets as a table and change nothing in Jitbit.
  • Triage only tickets older than 2 hours that nobody has replied to.

What Jitbit allows, and what to know first

  • A Jitbit ticket belongs to exactly one category, and categories control which technicians can handle it, so a technician list always depends on the category.
  • The built-in priority levels are Low, Normal, High and Critical, and an administrator can add custom priorities, which the agent reads from your helpdesk.
  • A new ticket must be moved to In process, by assigning a technician or taking it, before it can move to a custom status.
  • The Tickets page shows only the tickets the signed-in user may see: a technician sees the categories they handle and an administrator sees everything.
  • Moving a ticket to another category runs every automation rule that triggers on a category change, so a rule of yours can react to what the agent does.

update_ticket and assign_ticket ask for your OK by default. To run it daily without you, switch confirmation off for those tools in your dashboard.

Sources: Jitbit Helpdesk Docs: Tickets grid (list) · Jitbit Helpdesk Docs: Ticket page · Jitbit Helpdesk Docs: Custom Priorities · Jitbit Helpdesk Docs: Custom Statuses · Jitbit Helpdesk Docs: Automation Rules · Jitbit Helpdesk Docs: MCP Server

Call assign_ticket from a script

curl

curl -X POST https://cotlet.dev/api/v1/jitbit/technicians/14/tickets/5128/assign \
  -H "Authorization: Bearer $COTLET_API_KEY"

Example response

{
  "ticket_id": 5128,
  "assigned_to": {
    "technician_id": 14,
    "name": "Priya Nair"
  },
  "status": "In process",
  "updated_at": "2026-10-22T09:03:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is jitbit_write → assign_ticket. Example data.

Schedule it in n8n, Make, Zapier or cron

Jitbit tools this automation uses

Cotlet Jitbit tools used to triage unassigned Jitbit tickets with AI
Tool Parameters
list_tickets mode, category, status, priority, tag, company, updated_before, updated_after, limit, offset
get_ticket ticket_id
list_categories none
list_technicians category_id
update_ticket ticket_id, priority, status, category_id, due_date, add_tags
assign_ticket ticket_id, technician_id
All 14 Jitbit tools with descriptions

Frequently asked questions

Is it safe to connect Jitbit to Cotlet?

Yes. You sign in to Jitbit yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Jitbit once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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