Flow 064 · IT helpdesk agent

Password resets solved in Teams, not in a queue.

An AI agent in Teams handles the most common IT requests itself, using only fixes you approve. Anything else becomes a well-written ticket for the right technician, with the whole conversation attached.

Try it below. Sample company: Larkspur & Co. (fictional).

Larkspur & Co.Live run · sample data
Demo
Pick a scenario, then step in when a person is needed

What lands with your team

Your IT team is resetting passwords instead of fixing real problems. The agent takes care of the repeats instantly, with identity checks, and passes the rest along properly written up so technicians do not start from scratch.

0steps run automatically
0decisions made by a person
0steps logged for audit

Sample company and sample numbers, for illustration.

How it works

Starts when
An employee messages the helpdesk agent in Teams.
Runs automatically
Password resets and account unlocks, after identity checks; answers from your IT knowledge base; access requests routed to the right owner; writing up tickets with device details and the full conversation.
Where AI helps
Understanding the request in Teams and answering only from your approved IT knowledge base.
Where you’re in charge
Anything beyond the approved fixes goes to a technician.

What stays with a person

  • Anything not on the approved list of fixes
  • Access to sensitive systems
  • Security incidents, which go straight to a person

What’s included

  • Password resets and account unlocks, after identity checks
  • Answers from your IT knowledge base
  • Access requests routed to the right owner
  • Writing up tickets with device details and the full conversation
  • Runs on: Copilot Studio, Teams, Entra ID, Power Automate, ServiceNow, Jira Service Management or Freshservice
Build size L · larger

Questions teams ask

How does the agent know it's really the employee?
It uses the identity checks you already have, such as an MFA prompt, before it changes anything on an account.
What stops it from doing something it shouldn't?
It can only run the specific actions we give it, under its own limited identity. Everything it does is logged.
Will we need new Microsoft licenses?
Often not. Many of these flows run on what you already have in Microsoft 365. Some steps need premium connectors or AI credits, so we check your current licenses on the first call and tell you exactly what, if anything, you would add before you commit.

Want this for your team?

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