A method includes receiving a service ticket corresponding to an undesired state of a client device, assigning the service ticket to a technician, and coordinating a remote control session between a technician device and the client device. The method includes obtaining a set of actions performed under remote technician control to transition the client device from the undesired state to a desired state. Each action describes one or more user interface interactions with the client device. The method includes storing a resolution profile (RP) based on the set of actions and textual descriptors. The method includes classifying a second service ticket received from a second client device. The method includes, in response to the classification indicating that the RP is applicable to the second service ticket, selectively instructing a software agent executing on the second client device to programmatically replay the set of actions from the RP without technician intervention.