> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flexxible.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket entry and ITSM integration

> Flexxible Solve's three case entry points, how they work together, and what the bidirectional ITSM integration allows.

Cases reach Flexxible Solve through three entry points: Assist Chatbot, the ITSM integration, and the MCP (Model Context Protocol) server. You can use them independently or simultaneously, depending on how you want to organize support in your company.

## The three entry points

| Entry point | Source of cases | What it allows |
| - | - | - |
| [Assist Chatbot](https://docs.flexxible.com/en/features/flexxible-solve/assist-chatbot.md) | Employees | Asking for help through a conversation. The Chatbot tries to solve the problem and creates and enriches the ticket with what happened. |
| [ITSM](#itsm-integration) | Your organization's service management system | Solve receives its tickets and, in the ITSM, creates tickets, enriches them with the work performed, and updates their status. |
| [MCP server](#mcp-server) | Connected AI tools | Registering tickets in Solve from those tools. |

## Using several entry points at once

The entry points can be active simultaneously or used separately. Using one doesn't require enabling the others. For example, you can start with just Assist Chatbot and add the ITSM later, or receive tickets from the ITSM without using the Chatbot.

Whatever the entry point, Solve orchestrates the case: it performs triage and coordinates its handling and routing. Assist Chatbot can also help the employee directly, without waiting for triage or depending on the ticket category.

## ITSM integration

Connecting an ITSM is optional, both during the trial and in production. If you connect one, the integration works in both directions:

| Direction | What it allows |
| - | - |
| From the ITSM to Solve | Solve receives tickets from the service management system. |
| From Solve to the ITSM | Solve creates tickets, enriches them with the work performed, and updates their status. |

This way, Solve's work is recorded in the tool your Service Desk already uses. Whoever opens the ticket finds what has been done and can continue from there.

## MCP server

The MCP server lets you register tickets in Solve from connected AI tools. This way, those tools become one more case entry point.

Within the access they're authorized for, connected tools can also query or aggregate data.

![List of tickets ingested from the ITSM, with their status in Solve](https://mintcdn.com/flexxible/eenfFb-E4zI8tWtO/images/features/solve-tickets-list.png?fit=max\&auto=format\&n=eenfFb-E4zI8tWtO\&q=85\&s=62ddc66425abb607d4084fbd829c14f5)

Each row shows the ticket, its status in the ITSM, and Solve's progress. Opening one takes you to its details.

![Ticket details, with its triage, diagnosis, and resolution](https://mintcdn.com/flexxible/eenfFb-E4zI8tWtO/images/features/solve-ticket-detail.png?fit=max\&auto=format\&n=eenfFb-E4zI8tWtO\&q=85\&s=f9db89c6d98f8a84ba1b04796ca2f3a4)

## What happens after entry

For cases that come in through Assist Chatbot, the Chatbot can help the employee without waiting for this process.

1. **Triage.** Solve classifies the ticket into a [category](https://docs.flexxible.com/en/features/flexxible-solve/categories.md) and determines how it's handled.
2. **Handling.** Solve coordinates diagnosis, repair, or an engineer's intervention based on the category and the configured policies.
3. **Continuity.** The information generated while handling the case lets you continue it with context.

See [Interventions and results](https://docs.flexxible.com/en/features/flexxible-solve/interventions.md) to interpret what happened in each case.