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Much of what reaches an IT service desk is the same every week: a password, a printer, access to a folder, a program that will not start.
None of it is hard, but it interrupts the people who should be getting on with the real work.
The Service Desk Assistant resolves what can be handled by rules. For everything else it gathers the information a specialist would otherwise have to ask for, and only then passes it on.
What it does, step by step
- Receive the ticketThrough the ticketing system, Teams or the service desk inbox.
- CategoriseWhat kind of issue is this, how urgent is it and who does it affect.
- Resolve where allowedGive instructions, carry out a standard action or point to the right place.
- Gather informationFor more complex tickets: which device, which version, since when, what has already been tried.
- Hand over with contextThe specialist gets a ticket they can act on straight away.
Works with these systems
Jira Service Management- Freshdesk
Zendesk
- Microsoft 365
Azure DevOps- APIs
Confluence
SharePoint- Help centre
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- Organisations with their own service desk and many recurring tickets.
- Businesses where specialists get interrupted by first-line questions.
- Situations with a knowledge base that exists but is rarely used.
Less of a fit if
- Complex infrastructure incidents and outages.
- Organisations without documented procedures: you would be automating assumptions.
What it can deliver
- More tickets resolved at first line.
- Specialists who get interrupted less.
- Tickets that arrive with complete information.
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
What share of IT tickets can an AI employee handle on its own?
That depends on how well your procedures are documented. Figures of around sixty to seventy per cent of first-line tickets are quoted in the market. What it means for you depends on your ticket mix, and we measure that during the project rather than promise it upfront.
Can it reset a password or grant access by itself?
Technically yes, but it is a security decision. By default we add a verification step and record per action whether it may carry it out itself. Granting access to sensitive systems stays with a person.
Does this work inside Jira Service Management or Freshdesk?
Yes. It works in the system you already have, so history, SLA tracking and reporting stay in one place.
What happens during an outage that affects many people?
It should recognise it from the pattern of tickets and escalate, instead of answering everyone separately. That is one of the cases we set up explicitly, because it is where standard chatbots usually go wrong.
What if the knowledge base is out of date?
Then it gives out-of-date answers. That is why maintaining the knowledge base is part of the implementation: which articles get used, which never do, and who keeps them current.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.