Decide what a help desk agent may resolve alone

Your IT team gets 3,000 tickets a week through its service desk API. You are building a Python automation where an AI agent reads each ticket, classifies it, resolves the safe ones itself (password resets, software license requests) and escalates the rest to a person.

Which steps may the agent run on its own, which need a person to approve, and which should the agent not drive at all? Defend where you draw each line.