AI ticket triage for SharePoint

Your hardest ticket.
Copilot proposes. You decide. SharePoint keeps the receipt.

For the tickets that stall because nobody can say which team owns them: Microsoft 365 Copilot proposes one route with its evidence, your operator approves once, and the ticket reads Triaged with its reasoning on the row.

Try it in your browser Start a preview conversation See one ticket, end to end

Limited preview — enrolling by conversation.

One ticket, three people

Ninety seconds with HD-07.

Jordan Lee's ticket lands in Service desk intake with Department and Priority empty. Casey asks Copilot for a proposal and gets one exact change beside its evidence: IT · High · Identity & Access, queued to IT Identity & Access, each line marked observed or inferred, the open question named. Casey hands the ticket to Sam Brooks, approves, and the ticket reads Triaged with a receipt that matches. The reply to Jordan stays a draft until a human sends it.

Demo workspace · example data.

Queue card showing Jordan Lee's shared folder ticket waiting for triage — **01 · Jordan Lee**HD-07 waits in Service desk intake with Department and Priority still open. The queue card shows why it stalled.View full size

Proposal card for HD-07, Shared folder access needs triage: the assistant proposes 7 changes at confidence 0.78, with its rationale and the change field by field, Department IT, Priority High, Category Identity & Access — **02 · Casey Morgan**One exact change, field by field, with the rationale and a confidence; the evidence marked observed or inferred, the open question and the reply draft follow below, all editable before approval.View full size

The approved route for HD-07: the reply draft, evidence marked observed or inferred, what is still to confirm, and the receipt reading verified, the ticket now reads Triaged — **03 · Sam Brooks**Sam inherits the route and the evidence, with the receipt reading verified and the ticket reading Triaged. The reply to Jordan is drafted and waiting for Casey to send.View full size

What changes

Less re-reading. More decided tickets. A record you can stand behind.

For service desk leads and the operators who own a SharePoint queue and spend their judgment on the access, membership and ownership tickets that stall.

For the operator

You stop reconstructing the ticket. The proposal arrives with its evidence marked observed or inferred and its gaps named. Change the fields you disagree with, approve once, and the card tells you when the ticket reads Triaged.

For the lead

Every routing decision is a row: the proposal as shown, who approved, what changed, and whether the readback matched. A ticket someone else edited meanwhile is refused, not overwritten. The vocabulary is yours: departments, priorities, categories, queues, owners.

For the tenant admin

One package in your app catalog. After an administrator accepts the product terms in the setup card, setup creates three lists in a site you choose; on separate clicks it adds sample tickets, installs the site agent and registers the list command, using only the operator's own SharePoint permissions. No service to host, no keys to keep, no ticket data leaving the tenant.

Three places to meet it

In Copilot, on the page, on the list.

The same queue, proposal, and receipt, wherever your operators already are.

Copilot

The Copilot card

In Microsoft 365 Copilot, ask for the queue, ask for a proposal on HD-06, and approve in the card. Copilot never applies anything; the card does, on your click.

Page

The page

A web part puts the queue and the setup card on any SharePoint page, or on the site's home page, in the site's own theme; a proposal opens beside the queue only when a WebMCP agent drives the page.

List

The list command bar

On the tickets list, Helpdesk queue opens the queue and Triage ticket opens a proposal for the selected row, so a hand triage gets the same receipt.

Inside your tenant

The ticket never leaves SharePoint.

Helpdesk Triage adds evidence, approval, and verification to the SharePoint lists your operators already use.

SharePoint

SharePoint holds the work

A tenant-wide SharePoint Framework package with a Copilot Component keeps tickets, proposals, approvals, decisions, and history in Lists you own.

Copilot

Copilot shapes the proposal

Microsoft 365 Copilot, operated by Microsoft under your Microsoft agreements, proposes one exact change as tool arguments. The component runs inside your tenant as the signed-in operator, who remains the SharePoint authority. Celest runs no service and receives no ticket data. Read the security boundary.

Receipt

The decision becomes a receipt

Your operator approves one exact change. SharePoint applies it with the ticket's version check and reads it back; a ticket someone else changed meanwhile is refused, not overwritten.

What you configure once

Your categories. Your queues. Your owners.

Copilot proposes only from the vocabulary you set: the departments, priorities, categories, queues, and assignees your desk already uses. A value outside it is refused by name.

Classification: Department · Priority · Category
Ownership: Queue · Assigned agent
Drafts: Internal triage note · Reply draft
Decision record: Named approval · SharePoint readback · Accountable owner

Preview build

Verified end to end. Enrolling by conversation.

Bring one SharePoint queue and a representative exception. A founder walks it through the product with you, using your roles, routing and queues.

Start a preview conversation Contact support

Free during the preview. Limited preview — enrolling by conversation. Write to [email protected]; bring the context you have.

VerifiedBy 2026-09-04, in Celest's own tenant, the component loaded in SharePoint's Copilot Workbench had taken ticket HD-07 from a proposal fired by hand to an operator approval to a verified SharePoint readback receipt, and the shipped package had verified a hand triage from the tickets list's command bar. On 2026-09-04, inside Microsoft 365 Copilot, Copilot wrote a proposal on the sandbox's sample data and an operator's approval verified. The shipped package's own agent has not yet run inside Microsoft 365 Copilot chat.

RunsInside your tenant, as the signed-in operator, from your app catalog. Celest receives no ticket data.

First release excludesApprovals through Teams or Agent 365. No autonomous mail, closure, or ticket creation.

BringOne SharePoint exception queue and the ticket that has stalled longest.