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# Triage unassigned Jitbit tickets with AI

> Pick the category, technician and priority for each unassigned Jitbit ticket by what the customer wrote. Runs daily, you keep the unclear ones.

Source: https://cotlet.dev/integrations/jitbit-api-mcp-server/triage-unassigned-tickets

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.

[Sign up free](https://cotlet.dev/app/signup?app=jitbit) [All Jitbit tools](https://cotlet.dev/integrations/jitbit-api-mcp-server.md)

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)](https://www.jitbit.com/docs/activetickets/) · [Jitbit Helpdesk Docs: Ticket page](https://www.jitbit.com/docs/viewissue/) · [Jitbit Helpdesk Docs: Custom Priorities](https://www.jitbit.com/docs/adminpriorities/) · [Jitbit Helpdesk Docs: Custom Statuses](https://www.jitbit.com/docs/admincustomstatuses/) · [Jitbit Helpdesk Docs: Automation Rules](https://www.jitbit.com/docs/adminrules/) · [Jitbit Helpdesk Docs: MCP Server](https://www.jitbit.com/docs/mcp/)

## 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](https://cotlet.dev/integrations/jitbit-api-mcp-server.md#automations)

## 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](https://cotlet.dev/integrations/jitbit-api-mcp-server.md#tools)

## 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.

## More Jitbit automations

- [Close stale Jitbit tickets automatically](https://cotlet.dev/integrations/jitbit-api-mcp-server/close-stale-tickets.md)
- [Merge duplicate Jitbit tickets with AI](https://cotlet.dev/integrations/jitbit-api-mcp-server/merge-duplicate-tickets.md)
- [Jitbit API and MCP server: every tool](https://cotlet.dev/integrations/jitbit-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Jitbit.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Jitbit.

[Sign up free](https://cotlet.dev/app/signup?app=jitbit)

---

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Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.