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An AI helpdesk that takes level 1 off your team.

We build an agent that answers employees from your IT procedures, completes and routes incoming tickets, and prepares access and equipment requests in your ITSM tool. It holds no administrator rights: anything that touches an account or a system goes through the approval flow you already run.

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  • GLPI, Jira Service Management, ServiceNow
  • Level 1 tickets
  • No admin rights
An IT technician pointing at a screen to walk a colleague through a fix at her desk
First agent usually live in 4 to 8 weeks

What an AI helpdesk handles, and what it leaves to your team

An AI helpdesk is an agent that takes the first line of IT support. It answers how-to questions from your procedures, guides users through password resets in your self-service tool, completes and routes tickets, and prepares access requests for approval. Incidents, outages and anything related to security go to a technician, with the context already gathered.

Level 1 is predictable: passwords, VPN, printers, a new laptop, access to a shared folder, setting up MFA on a new phone. The answers are in your procedures and knowledge base articles. The agent finds them, answers in the chat or the ticket, and closes the loop once the user confirms it works.

It works inside your ITSM tool and your chat, and reads only what it needs. For a password, it sends the user to your identity provider’s self-service reset with MFA, so it never sees or sets a password. Every action it takes shows up as a ticket update your team can read.

What your IT team lives with today

  • Level 1 spends its days on passwords and access requests.
  • Tickets arrive with a single line: “it doesn’t work.”
  • The same VPN question comes back after every update.
  • Access requests wait for a manager who never saw the email.
  • The knowledge base exists, but users never open it.

The level 1 work an agent takes over

Start with the tickets your technicians could answer half asleep. Each of these runs on your procedures and your ITSM tool.

  • 01

    How-to questions

    VPN, printers, MFA, shared drives: answers drawn from your procedures, with the article link, in Teams, Slack or the support portal.

    Knowledge assistant

  • 02

    Ticket completion and routing

    Vague tickets get the missing questions asked, the device and location added, category and priority set, and the right queue assigned.

    AI agents

  • 03

    Access and equipment requests

    Each request is checked against the employee’s role, sent to the right approver and prepared in the ITSM tool. Nothing is granted before approval.

    Process automation

  • 04

    Password and MFA help

    The agent walks the user through your self-service reset and MFA enrollment, step by step, and opens a ticket when identity cannot be verified.

    AI integration

  • 05

    Arrivals and departures

    Accounts, licenses and equipment for each arrival and departure, triggered from HR data and tracked until every item is done.

    AI automation

  • 06

    Ask the demo about IT rules

    The live assistant has read a fictional company’s IT security policy. Ask it about passwords, a lost laptop or a phishing email.

    Try the live demo

An AI helpdesk, ticket by ticket, with the access each one needs

The first thing an IT manager asks is what the agent is allowed to touch. Here is the answer for the usual level 1 tickets.

AI helpdesk: level 1 tickets, what the agent does, the access it holds and when a technician takes over
Level 1 ticketWhat the agent doesAccess it holdsA technician takes over when
How-to question (VPN, printer, MFA)Answers from your procedure, with the article linkRead access to the knowledge baseThe user says the fix did not work
Forgotten passwordGuides the user to your self-service reset with MFANone on accounts: it never sees or sets a passwordThe user’s identity cannot be verified
Access to a shared folder or an applicationChecks the role, sends the request to the approver and prepares it in the ITSM toolCreating and updating ticketsThe request is approved and someone with the right role grants it
New laptop or equipmentCollects the details and prepares the requestCreating and updating ticketsThe equipment is ready to be set up
“It doesn’t work”Asks the missing questions, adds device and location, sets category and priorityReading the asset inventory, updating ticketsSimilar tickets arrive at the same time, so it is treated as an incident
Suspected phishing emailRecords the details and gives the user the instruction from your security policyReading the ticket onlyRight away

Illustrative scenario

Two technicians, two sites, and a level 1 queue that sorts itself

In this scenario, Yanis and one other technician support every employee of a company spread over two sites. Their GLPI queue mixes real incidents with access requests and the same how-to questions, week after week.

Fictional names, no figures claimed. The live demo on this site answers from a fictional company’s IT security policy.

  • Employees ask in Teams and get the procedure, with a link to the article.
  • One-line tickets get the missing details before a technician opens them.
  • Access requests go to the manager for approval, then land ready in GLPI.
  • Password resets go through the self-service portal; the agent never handles a password.
  • Anything that looks like an incident or a phishing attempt goes straight to Yanis.

The security rules the agent works under

  • No administrator rights.The agent reads procedures and writes tickets. Any change to an account, a group or a system goes through your approval flow and a person with the right role.
  • Identity checked first.Before any request that touches access, the user is verified through your identity provider. The agent never asks for, sees or stores a password.
  • NIS2 and your security policy.If your company falls under NIS2, the agent fits into the access control and incident handling measures you already document, and every action it takes is logged.
  • Hosted where you decide.In the EU or on your servers, under business terms that exclude training on your procedures and tickets.

IT support: your questions

Does the agent have administrator rights?

No. It works with the rights of a level 1 assistant: it reads your procedures, updates tickets and prepares requests. Any change to accounts or systems needs an approval and a person, or a script you already trust that runs after that approval.

Which ITSM tools does it work with?

GLPI, Jira Service Management, ServiceNow, Freshservice, Zendesk and most tools with an API. It can also answer in Teams or Slack and create the ticket on the user’s behalf. The free assessment confirms the connection route for your own tool.

What if our procedures are out of date?

The agent lists the questions it could not answer from the documents. That list tells your team which articles to write or fix first, and the answers improve as the documents do.

How does it tell an incident from a how-to question?

From the words used, the systems named and the number of similar tickets arriving at the same time. When in doubt, it treats the ticket as an incident and hands it to a technician.

How long before it takes tickets?

A first agent usually goes live in four to eight weeks, tested on your past tickets before it answers anyone. Scope and price are fixed before we start. Your technicians review its answers during that test.

Keep exploring

Keep your technicians on real incidents.

Mention the tickets that fill your queue every week in the form. We reply within one business day to set up your free 30-minute assessment.

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