Your network failed. Merlin already knows why.
An investigation normally starts when a human reads the ticket, minutes or hours after the event. Merlin starts on the event itself. By the time anyone opens the ticket, the evidence is gathered and a probable cause is already written on it. From first symptom to approved, executed, ticketed fix in minutes, not hours.
The value of agentic investigation
Minutes
From first symptom to an approved, executed and ticketed fix in minutes, not hours. The investigation starts on the event, not when someone opens the ticket.
9 platforms
Merlin reads and writes tickets natively across nine service management platforms, so it works wherever each of your customers already works.
FREE
Merlin Free runs on our hardware and is open to everyone, including anonymous visitors. No account, no card.
How does Merlin work?
Observe: Tell Merlin “INC0001234 is escalating. What is actually wrong?”
Organise: Merlin reads the incident, its history and its context from your service management platform, and health, configuration, events and topology from the network itself, for example via the Cisco MCP Server.
Decide: Merlin writes what it found, and the evidence behind it, to the ticket. It recommends a remedy and drafts the script that would apply it.
Act: The script is validated and raised as a Change Request. The “human in the loop” approves it. Only then does Merlin execute, and it records the outcome on the originating ticket.
Nothing reaches your infrastructure without following your approved processes.
Starts work before you do
Merlin does not wait to be asked. An incoming event from AlertMagic can start an agentic investigation automatically. Merlin gathers evidence, forms a probable cause, and either raises a ticket carrying its findings or enriches the one that already exists.
Every automated run is pinned to a published version of its instructions, starts in observe-only mode, and needs a named person to approve each exact action before it happens. Approvals expire, and are never a standing permission. Its outcome, the tools it called and what it cost are visible on the AlertMagic Payloads page.
The practical effect: the work that used to begin when someone noticed has already been done.
Talks to people, not just systems
Plenty of faults cannot be diagnosed from telemetry alone, because the missing evidence is sitting with the person who reported the problem. Merlin can message them directly.
“Hello, it’s Merlin here, investigating your Wi-Fi problem. Could you try rebooting and tell me what happens?”
It takes the reply, updates the ticket with what they said, and carries the investigation on from there, through a conversation, with the exchange recorded on the ticket like any other piece of evidence.
Evidence-based decisions
An assistant that infers a cause is a liability. Merlin cites the system and the query behind every step, and when the evidence runs out it says so, states what is unknown, and tells you what would resolve it.
Every tool call Merlin makes, with its arguments and its results can be audited.
Works where you already work
Merlin reads and writes tickets natively across nine service management platforms: ServiceNow, ConnectWise Manage, Autotask, Atlassian Jira, HaloPSA, Zendesk, Zoho Desk, Cherwell and SolarWinds Service Desk, with more added upon request.
Create your own Agents using Merlin as a base, with instructions specific to your own working practices.
Vendor-agnostic
Each network vendor is building an assistant for the estate it sells you. Every one of them stops at the edge of that vendor’s equipment.
Merlin goes further. It can Perform extended investigations covering network, services, ticketing systems, and observability solutions. It can even message the person who reported the fault. On a real estate the diagnosis is rarely the slow part. The slow part is the joining up, and that is where Merlin excels.
Your models. Your tokens. Your rules.
The objection that stops most AI deployments is not capability. It is cost and control.
Bring your own tokens. Configure your own Anthropic, OpenAI or compatible connection. Your administrator enables it, your users choose the model, and your inference spend sits on your own account under your own controls.
Built on Cisco since 2011
Panoramic Data has specialised in Managed Service Provider APIs since 2011, with particularly deep coverage of Cisco and Meraki. We publish that coverage free, under the MIT licence: Meraki.Api, Cisco.Api and Cisco.DnaCenter.Api, maintained to Codacy A grade. Every Cisco capability Merlin gains, the whole .NET community gets at the same time. See our free NuGet packages.
Panoramic Data is ISO 27001 certified and a registered Cisco partner.
In short?
Merlin turns an event into a diagnosed, evidenced and approved fix, across your Meraki network, your customer’s ticketing system and the person who reported the fault. It proves its reasoning, and it stops at a named human before it changes anything. Connecting Merlin to your own systems needs Merlin Pro or Merlin Enterprise. Trying it does not.