Resolve routine IT helpdesk tickets and route the rest

Internal IT queues fill with the same requests: password resets, VPN trouble, printer setup, 'how do I' questions and software installs. Each one waits behind real incidents, employees lose time, and IT spends its day copying answers it has written many times before.

The agent reads each new ticket from your service desk or chat channel and classifies it: answerable from the IT knowledge base, a standard request with a defined workflow, an access request, or something that needs a technician. For knowledge-base questions it replies with the steps and a link to the article, then checks back to see whether the problem is solved. For standard requests that already have a safe self-service workflow, such as a password reset through your identity provider, it starts that workflow for the verified user. Access requests go to the access process, and anything else is routed to the right queue with a clear summary, device details and what has already been tried. It closes a ticket only when the employee confirms, or after your normal no-reply period.

1. Collect your top recurring ticket types from the last few months and write or update a knowledge-base article for each
2. Connect the agent to your service desk or IT chat channel and to the knowledge base
3. Define the categories, priorities and which queue each one routes to
4. List the self-service actions it may trigger, each using your identity provider's own workflow and identity checks
5. Send access requests through a separate approval process (see the IT access requests playbook)
6. Run it in suggest mode first: it drafts the reply and route, a technician clicks send
7. Review wrong answers each week and fix the article, not just the prompt

• Jira Service Management
• Freshservice
• Zendesk
• ServiceNow
• Moveworks
• Slack or Microsoft Teams + n8n + an LLM

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Make one of these tools? Feature your tool on every playbook where it is already listed.

Technicians handle anything involving hardware, security, outages or data. Account changes go only through your identity provider's existing workflows with their own verification. IT owns the knowledge base and reviews a sample of the agent's replies every week. Employees can always ask for a person.

Wrong instructions can make problems worse or lock people out, so keep answers to what the knowledge base says and route when unsure. Never let a chat message alone prove who someone is for a reset; use your identity provider's verification. Watch for a security incident disguised as a routine ticket (for example, many lockouts at once) and escalate those. Closing tickets too early hides unhappy users, so measure reopen rates.

Track your own numbers before and after: the share of tickets resolved without a technician, first response time, reopen rate, and technician hours on repeat requests. The value is faster answers for routine problems and more technician time for real incidents.