---
title: Custom Agents
description: >-
  Learn how to use custom agents built with Bits Agent Builder to automate case
  management workflows in Datadog.
breadcrumbs: >-
  Docs > Incident Response > Case Management > AI Tools for Case Management >
  Custom Agents
---

# Custom Agents

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# Important note for users on the following Datadog sites: us2.ddog-gov.com

{% alert level="danger" %}
This product is not supported for your selected [Datadog site](https://docs.datadoghq.com/getting_started/site.md). ({% placeholder "user-datadog-site-name" /%}).
{% /alert %}

{% /callout %}

{% callout %}
# Important note for users on the following Datadog sites: app.datadoghq.com, us3.datadoghq.com, us5.datadoghq.com, app.datadoghq.eu, ap1.datadoghq.com, ap2.datadoghq.com, app.ddog-gov.com

{% callout %}
##### Join the Preview

Case Management integration with custom agents is in Preview.

[Request Access](https://www.datadoghq.com/product-preview/custom-agents-in-case-management/)
{% /callout %}

{% /callout %}

## Overview{% #overview %}

Case Management integrates with [Bits Agent Builder](https://docs.datadoghq.com/actions/agents.md), allowing you to move from manual to automated case creation, triage, and resolution. Assign cases to custom agents to support your different workflows.

## Create custom agents{% #create-custom-agents %}

Use [Bits Agent Builder](https://docs.datadoghq.com/actions/agents.md) to create custom agents that can triage and resolve cases. Agents can perform any action from the [Action Catalog](https://docs.datadoghq.com/actions/actions_catalog.md), including creating, updating, and resolving cases. Here are examples of agents you can build to use in Case Management:

- **Issue triager**: Enriches incoming cases with structure and context so a human can act without manual prep.
- **Security signal aggregator**: Groups related security signals into one unified investigation case to prevent siloed analysis.
- **Feature implementer**: Takes a feature request specification to a draft PR to help you ship improvements faster.
- **IT access request automator**: Reviews case details, requests any missing details from the submitter, and automatically requests required approvals from admins.
- **Support first responder**: Drafts an initial response and starts the investigation process for support tickets to help reduce mean time to resolution (MTTR).

## Using custom agents in Case Management{% #using-custom-agents-in-case-management %}

Assign cases to agents from Bits Agent Builder manually or automatically using the **Agent Assignee** field in cases.

### Manual assignment{% #manual-assignment %}

In a case, select an agent from the **Agent Assignee** field dropdown.

{% image
   source="https://docs.dd-static.net/images/incident_response/case_management/ai_tools/case_agent_assignee.e444f37092fa901db4a8b56a0dc73133.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/incident_response/case_management/ai_tools/case_agent_assignee.e444f37092fa901db4a8b56a0dc73133.png?auto=format&fit=max&w=850&dpr=2 2x"
   alt="Case detail view showing the Agent Assignee dropdown with a custom agent selected." /%}

### Automated assignment{% #automated-assignment %}

Use [case automation rules](https://docs.datadoghq.com/incident_response/case_management/automation_rules.md) to assign cases to agents automatically:

1. Navigate to **[Case Management > Settings](https://app.datadoghq.com/cases/settings)**.
1. Select the project you want to create automation rules for.
1. Select **Automation Rules**.
1. Click **New Rule**.
1. Define a trigger for when the rule should run.
1. Select **Assign Agent** and choose the custom agent to assign matching cases to.
1. Enable and name your rule.

{% image
   source="https://docs.dd-static.net/images/incident_response/case_management/ai_tools/agent_automation_rule.78ed7673b6f68ffdc581af1d3e8888fd.png?auto=format&fit=max&w=850 1x, https://docs.dd-static.net/images/incident_response/case_management/ai_tools/agent_automation_rule.78ed7673b6f68ffdc581af1d3e8888fd.png?auto=format&fit=max&w=850&dpr=2 2x"
   alt="Create Automation Rule modal showing the Assign Agent action selected and a custom agent specified." /%}

## Further reading{% #further-reading %}

- [Bits Agent Builder](https://docs.datadoghq.com/actions/agents.md)
- [Action Catalog](https://docs.datadoghq.com/actions/actions_catalog.md)