Reduce IT interruptions with structured intake and routing.
A voice agent can triage requests, collect the right details, and create tickets that are actually actionable—then route to the right queue.
A good v1 looks like…
A single workflow with clear boundaries, integrations, and a measurable outcome. We ship the smallest production-ready version first—then expand once it’s stable.
What IT helpdesk automation can include
The core steps we automate, with explicit handoff paths.
- Intake: device, user, location, urgency, and symptoms
- Suggested self-serve steps for common issues
- Create tickets with structured fields and a short call summary
- Route to the correct queue (access, hardware, networking)
- Escalate emergencies to on-call with clear context
System architecture
A helpdesk call flow that creates actionable tickets
Collect the right fields, reduce back-and-forth, and route correctly the first time.
Example flow
Step 1
●Triage intent + urgency
Classify the issue and determine urgency (outage vs inconvenience) with clear escalation triggers.
Step 2
●Capture structured fields
Collect the minimum details needed to act (device, OS, app, error message, last known working state).
Step 3
●Offer safe self-serve
Guide through policy-safe steps (restart, reconnect VPN, reset password) where appropriate.
Step 4
●Route + notify
Create the ticket and route to the correct queue; notify on-call for urgent incidents.
Best fit scenarios
Workflows that tend to ship fast and perform well.
Good fit when
If you can answer “yes” to most of these, we can usually ship a useful first version quickly.
- High volume of repeatable internal requests
- Teams that need better intake quality
- Multiple IT queues and routing complexity
- Environments with clear escalation/on-call rules
What we validate in week one
- Success metric + definition of “done”
- Escalation rules (when to hand off)
- Integration points + required fields
- Logging + monitoring approach
Guardrails we design for
Reliability comes from boundaries + fallbacks—not vibes.
- Strict role-based access (what the agent can and can’t do)
- Identity checks for access-related requests
- Escalation rules for incidents/outages
- Audit logs for sensitive actions
Integrate into your IT stack
The goal is fewer interruptions and better tickets—not a chatty demo.
Helpdesk
Ticketing (create/update, routing, SLAs)
Integration
SSO / identity provider workflows (where safe)
Notifications
Notifications to on-call channels
Integration
Knowledge base content for repeatable resolutions
How teams measure success
We instrument outcomes so you can judge impact clearly.
- Reduced time-to-triage
- First-contact resolution rate
- Ticket completeness
- Correct routing rate
- Reduced context switching for IT
Related
Most use cases ship fastest when anchored to a clear service scope and delivery plan.
Custom AI Solutions
See how we scope and ship voice workflows with handoffs, logging, and reliability.
Security
How we handle data boundaries, auditability, and guardrails in production.
Related
Most use cases ship fastest when anchored to a clear service scope and delivery plan.
Next step
Want cleaner IT intake and routing?
Share your top request categories and what fields IT needs to act. We’ll propose a scoped v1: intake → ticket creation → routing → escalation.