Automation agent · IT and internal operations
Takes IT requests on Teams or WhatsApp, solves the simple ones and queues the rest
The IT helpdesk agent takes requests from staff in chat, collects the details IT always needs, and walks people through common fixes from your own guides. Requests it cannot close become tickets with the right priority, assigned to a named engineer.
IT requests, Ahmedabad office, 3 Oct 2026
New2
- Printer on 4th floor not printing, accounts team
- Tally licence not opening on AC-PC-12
Assigned2
- New joiner laptop setup, Monday, Jignesh
- VPN drops every hour, sales team, Jignesh
Waiting on approval1
- Admin rights for Figma install, design team
Closed by agent3
- Outlook not syncing, fixed via guide
- Password reset, self service
- Wi-Fi password for guest room shared
- Type
- Automation agent
- Team
- IT and internal operations
- Connects to
- 6 systems, including Microsoft Teams
- Limits
- 4 set, plus approvals
How it is done today
The work before the agent
In a 180 person office on SG Highway, Ahmedabad, IT requests arrive as WhatsApp messages, hallway requests and the odd email. The two person IT team spends the morning asking which laptop, which floor and what error message, and password resets crowd out the printer that has stopped the accounts team. Nobody can say how many requests are open.
What the IT helpdesk agent takes on
Takes the request where staff already ask
Works in Microsoft Teams, WhatsApp or a simple web form, and asks for the asset tag, location and a screenshot of the error before anything reaches IT.
Solves the common ones
Guides people through VPN setup, Outlook sync, printer queues and similar fixes using your own IT guides, and triggers a self service password reset where your directory allows it.
Raises a proper ticket
For anything else it opens a ticket in your helpdesk tool with the details filled in, sets priority from rules you agree, such as 'whole team blocked' ranking above 'one user', and assigns it.
Keeps people updated
Tells the requester when the ticket is picked up and closed, and sends IT a short morning list of what is open, overdue or waiting on a part.
How the work moves
A typical piece of work, stage by stage
- Step 1Employee reportsTeams, email, portal
- Step 2Details gatheredMachine, user, error
- Step 3Known fix offeredFrom your IT guides
- Step 4Routed to engineerIf the fix fails
- Step 5Closed and loggedWith the resolution
Where a person decides
Access requests, new software installs, hardware purchases and anything touching security go to a named person, for example Jignesh, the IT administrator, for approval. The agent never grants admin rights or changes firewall or user permissions on its own.
Limits it works within
- Can reset a password only through your existing self service flow, never by setting one itself
- Cannot grant access, install software or change permissions
- Answers only from the IT guides and policies you load into it
- Escalates any message mentioning phishing, data loss or a lost laptop straight to IT
Connects to
Works with the systems you already use
Through APIs, exports or a custom connector our team builds. The exact list depends on your versions and setup.
- Microsoft Teams
- WhatsApp Business API
- Microsoft Entra ID
- Freshservice
- Google Workspace
- Asset register in Google Sheets
Teams that use it
Used in
Questions
About the IT helpdesk agent
Do we need a helpdesk tool already?
No. If you do not have one, the agent can keep tickets in a simple board built on AksharAI. If you use Freshservice, Jira Service Management or similar, it raises tickets there instead.
Will it reset passwords by itself?
Only through the self service reset your directory already supports, with the same checks. It never sees or sets a password.
How long does it take to set up?
Most of the time goes into collecting your IT guides and agreeing priority rules. The agent itself can be ready for a pilot with one floor or team within a few weeks.
Keep going
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What an AI IT helpdesk agent can do for your IT team
An IT helpdesk agent takes requests in Teams, WhatsApp or email, collects the details IT needs, walks staff through common fixes and raises filled in tickets for the rest. Access and security stay with IT.
Learn moreSee it on your work
Bring one slow, repetitive process. We will show you an agent doing it.
A working session with someone who builds these every week.
Or get a ballpark proposal in two minutesWhat happens next
- Step 1A short call about one process and the systems involved
- Step 2A demo of an agent working on a version of your task
- Step 3A clear view of fit, approvals and what it would take