Tickets arrive without details
"Internet not working" from the third floor. The engineer has to call back to ask which machine, which network and since when.
Solutions · IT
Fewer password tickets. More time for the problems that need an engineer.
Small IT teams look after hundreds of laptops, licences and logins. An IT helpdesk agent takes the intake, answers the routine fixes and sends real problems to the right engineer with the details already gathered.
AksharAIIT helpdesk, this weekAK
IT helpdesk, this week
New2
- Printer on 4th floor not printing
- Tally licence not opening, AC-PC-12
Assigned2
- New joiner laptop, Monday, Jignesh
- VPN drops every hour, sales team
Waiting approval1
- Admin rights for Figma, design team
Closed by agent3
- Outlook not syncing, guide sent
- Password reset, self service
- Wi-Fi password for guest room shared
The work today
What slows IT teams down
Half the tickets are routine
Password resets, Outlook not syncing, VPN setup, printer drivers. Each has a known fix that a guide already explains.
Access requests need approval
Admin rights, new software, shared drive access. Each needs a manager's yes, which is chased by email for days.
New joiners need everything at once
Laptop, email, Tally licence, VPN and access to four tools, ready on day one, coordinated across IT, HR and the manager.
How the work flows
A typical piece of work, stage by stage
- Step 1Employee reportsTeams, email, portal
- Step 2Details gatheredMachine, user, error
- Step 3Known fix offeredFrom your guides
- Step 4Routed to engineerIf the fix fails
- Step 5Closed and loggedWith the resolution
Agents and templates
What IT teams start with
Agents take on a whole process. Templates are smaller starting points you adapt in the studio.
Where a person approves
The decisions that stay with your team
Access and admin rights
Requests for admin rights, new software or folder access go to the person's manager and to IT, and nothing is granted until both approve.
Changes to systems
The agent does not change firewall rules, delete accounts or install software. It prepares the ticket for an engineer to act on.
Security incidents
Suspected phishing, lost laptops and odd login alerts skip the queue and go straight to the security owner.
Questions
From IT teams
Does it replace our ticketing tool?
No. It works in front of Freshdesk, Jira Service Management, Zoho Desk or whatever you use, creating and updating tickets there.
Can it reset passwords itself?
Only if you connect it to a self service reset flow you already trust, such as your identity provider's. Otherwise it guides the person through the steps.
Where does it learn the fixes?
From your own IT guides and past resolved tickets, which your team reviews before they are used.
What about on site hardware issues?
It gathers the details and books the engineer's visit. It cannot fix a printer, and it says so.
Other teams
See the work in other teams
See 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