Service-desk agents that resolve L1, not just route it.
Multi-agent teams auto-resolve password resets, access requests, and common incidents across your ITSM and identity stack — every action policy-gated, auditable, and escalated to a human the moment confidence drops.
of L1 tickets auto-resolved
mean time to resolution on common issues
cost per ticket than a staffed L1 queue
coverage across every site and shift
Why the service desk never gets ahead
L1 volume buries the hard problems
Password resets, access requests, and how-do-I tickets consume the queue. Engineers spend their day on repetitive work instead of the incidents that need real expertise.
Routing is not resolving
Most "AI" service desks classify and hand off. The employee still waits, the ticket still ages, and the SLA clock keeps running while nothing actually gets fixed.
Access actions carry real risk
Automating provisioning and resets without guardrails is dangerous. Teams need automation that is fast and tightly governed — not one or the other.
A full agent team for the service desk
Each capability is an agent skill you can compose, govern, and trace — acting across your ITSM, identity, and endpoint systems.
of L1 tickets auto-resolved
mean time to resolution on common issues
Password & access resets
Verifies identity and resets credentials or unlocks accounts through your IdP, end to end.
Access provisioning
Grants and revokes app and group access against policy, with approvals on anything privileged.
Software & device management
Handles install requests, license assignment, and common device issues via your MDM and asset tools.
Guided troubleshooting
Walks employees through resolution steps and runs diagnostics before escalating anything real.
Autonomous ticket handling
Classifies, enriches, resolves, or routes tickets in your ITSM with a confidence score and audit trail.
Knowledge intelligence
RAG over runbooks, KB articles, and IT docs — with stale-article and gap detection.
Cross-incident detection
Clusters related tickets to spot an outage or systemic issue before it floods the queue.
Service intelligence
SLA risk, backlog health, and resolution-quality scores — SRE-style observability for the desk.
How a ticket flows through the team
Specialized agents collaborate on every inbound request, acting across your ITSM and identity stack — with privileged actions gated behind human approval.
Ticket triage
Classifies intent and category, scores urgency, and detects SLA risk.
Identity & context
Verifies the requester and pulls role, entitlements, and asset state.
Policy check
Validates the action against access and change-management rules.
Resolve or escalate
Auto-resolves within policy, requests approval, or escalates with full context.
Close & record
Updates the ticket, notifies the employee, and logs the reasoning trace.
What makes it different
Resolves, not just routes
Agents take the action — reset, provision, install — inside your systems, instead of handing the ticket to a human.
Policy-gated automation
Every privileged action checks access and change rules; anything sensitive routes to a human by design.
Confidence-gated autonomy
Each action carries a score: auto-resolve, request approval, or escalate. A gradient, not a blunt on/off switch.
Regression safety gate
Every agent change runs an eval suite before deploy. If quality drops, it does not ship.
Full reasoning replay
Time-travel debug any provisioning or reset decision, including the exact tool calls and results.
One platform, many motions
The same runtime powers support, HR, commerce, and QA — expand without a new vendor.
Built for real IT operations
After-hours L1 coverage
01Password resets, unlocks, and access requests are handled instantly at 2am — no on-call engineer paged for routine work.
Governed self-service provisioning
02Employees request app access and get it in minutes when policy allows, with privileged grants routed for approval.
Outage early warning
03The agent clusters incoming tickets and alerts the team to a systemic issue before the queue floods.
Onboarding & offboarding
04Account and access lifecycle actions run as a tracked, audited workflow across your identity stack.
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Learn moreGive IT a service desk that actually resolves.
Connect your ITSM and identity provider on day zero. Agents resolve L1 within policy, route privileged actions for approval, and audit every change.