AI agents
IT helpdesk agent
An AI agent that answers IT questions and raises the ticket itself when it can't.
What it does
Most first-line IT questions have the same answers — buried in a knowledge base nobody reads. This agent lives in Microsoft Teams, understands a question in the user's own words, and answers from a curated knowledge base in four languages: English, Dutch, Japanese and Spanish. Its answers come from that approved knowledge base first — so users get the organisation's own vetted guidance, not a guess — and only when nothing there fits does it fall back to a web search to still be helpful. When it genuinely can't resolve the issue, it doesn't guess — it collects the details and raises a pre-filled ticket in the service desk.
The agent is the hub of everything else we build: on its own it's a capable assistant, but paired with our other apps it gets far more powerful — resolving requests through the service shop, pointing users to training, and (coming next) checking the live ongoing-issues board before raising a ticket, so it can tell someone a problem is already known instead of opening a duplicate.
How it works
- Answers from your approved knowledge base first, not generic guesswork
- Falls back to a web search only when the knowledge base has no match
- Routing rules decide answer-vs-escalate on every question
- Tickets are written straight into the existing ITSM system
- Works best connected to our other apps — service shop, training centre, and the ongoing-issues board (that last integration is in development)
More from this project
The agent guiding a user through requesting a shared mailbox 
The agent showing a user an overview of their recent tickets and updating one 
The agent's install card in Microsoft Teams with its capabilities and permissions
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