Autonomously resolves tier-1 IT tickets — executes scripts, provisions access, and closes issues without human intervention.
The IT Help Desk Agent doesn't answer questions about IT problems — it solves them. When a ticket arrives, the agent reasons through the issue, selects the appropriate remediation path, executes scripts, calls APIs, and closes the ticket. No human relay required.
From password resets and VPN failures to software provisioning and access requests, this agent handles the full resolution lifecycle. It integrates directly with ServiceNow, Jira, Active Directory, and your identity providers — acting on live systems, not just surfacing documentation.
Built on ibl.ai's production-grade agentic platform, trusted by 400+ organizations and 1.6M+ users, this agent deploys in air-gapped environments, on-premise, or any cloud. You own the full source code. No vendor lock-in. No telemetry. Complete audit trail for every action taken.
A chatbot tells your employee to try restarting their computer. The IT Help Desk Agent diagnoses the root cause, executes the fix, updates the ticket, and confirms resolution — all autonomously, without a human in the loop.
The IT Help Desk Agent is a true AI agent that goes beyond simple Q&A. It reasons, plans, and executes multi-step workflows autonomously while you retain full code ownership and infrastructure control.
Handles the most common tier-1 ticket type end-to-end. Verifies user identity via MFA or SSO, resets credentials in Active Directory or Okta, and confirms access restoration — all within seconds of ticket submission.
Verifies identity, calls AD/Okta API to reset credentials, sends confirmation to user, and closes the ticket — zero human touchpoints.
Processes access requests by cross-referencing role-based access policies, approving within defined thresholds, and provisioning permissions across connected SaaS platforms, VPNs, and internal systems.
Reads access policy rules, calls identity provider APIs to grant or revoke permissions, logs changes in ServiceNow, and notifies the requester automatically.
Diagnoses VPN failures by querying network logs, checking certificate validity, and identifying client configuration drift. Pushes corrected configurations or triggers certificate renewal without escalation.
Pulls diagnostic data from network monitoring tools, identifies root cause, pushes config updates or renews certificates, and validates connectivity before closing the ticket.
Fulfills software requests by checking license availability, validating user eligibility against HR data, deploying packages via endpoint management tools, and updating the asset register.
Queries license pool, validates entitlement via Workday or SAP, triggers deployment via Intune or JAMF, and updates the CMDB record — no IT staff involvement required.
Classifies incoming tickets by urgency, category, and complexity. Resolves tier-1 issues autonomously and routes tier-2/3 issues to the correct team with full diagnostic context pre-populated.
Reads ticket content, queries knowledge base and incident history, resolves if within scope, or escalates with a structured diagnostic summary — reducing mean time to resolution for all tiers.
Monitors ticket patterns across the organization to identify systemic issues — repeated VPN failures, mass password lockouts, or software crashes — and triggers proactive remediation or alerts IT leadership.
Continuously analyzes ticket volume and patterns, identifies anomalies, generates incident reports, and can trigger bulk remediation scripts before users submit tickets.
Logs every agent action — what was executed, when, on which system, and with what outcome. Generates compliance-ready reports for SOC 2, ISO 27001, and internal governance reviews.
Automatically writes structured action logs to your SIEM or audit system after every ticket resolution, with no manual documentation required from IT staff.
The agent ingests tickets from ServiceNow, Jira, Microsoft Teams, Slack, or email. It parses the request, extracts intent, and retrieves the submitting user's profile, device history, and prior incident context from connected systems.
The agent applies multi-step reasoning to classify the issue, cross-reference knowledge base articles, query system logs, and determine the correct remediation path. It evaluates whether the issue falls within autonomous resolution scope or requires escalation.
The agent executes the resolution: calling identity provider APIs, running PowerShell or Bash scripts, pushing configuration changes, provisioning licenses, or updating firewall rules — directly on live enterprise systems.
After executing the fix, the agent verifies the outcome. It re-queries the affected system, checks that the issue condition is resolved, and confirms the user can access what they need. If verification fails, it attempts an alternative remediation path.
The agent updates the ticket with a full resolution summary, notifies the user, writes a structured audit log entry, and updates the CMDB or asset register as needed. All actions are traceable and compliance-ready.
74% reduction in tier-1 ticket volume handled by human staff; full FISMA-compliant audit trail on every action.
Access provisioning time reduced from 4 hours to under 3 minutes; zero HIPAA policy violations in provisioning workflow.
Mean time to resolution for VPN and MFA tickets dropped from 47 minutes to under 4 minutes; 89% autonomous resolution rate.
24/7 IT support coverage achieved with no additional headcount; $1.2M annual savings in help desk staffing costs.
100% audit trail coverage on access events; partner-reported compliance review time reduced by 60%.
New hire IT onboarding time reduced from 2 days to 2 hours; license over-provisioning costs cut by 31%.
Bulk onboarding of 5,000 seasonal staff completed in under 6 hours; deprovisioning compliance rate reached 100% on day of termination.
The agent reads, updates, and closes ServiceNow tickets natively. It pulls ticket metadata, writes resolution notes, updates CMDB records, and triggers workflow automations — acting as a full ServiceNow participant, not just a reader.
The agent calls Azure AD and Okta APIs directly to reset passwords, unlock accounts, provision group memberships, enforce MFA policies, and revoke access — executing identity operations autonomously within defined policy guardrails.
Employees submit IT requests via Teams or Slack. The agent responds in-channel, requests any needed verification, executes the resolution, and confirms completion — all without leaving the collaboration platform.
The agent integrates with Jira to ingest tickets, update issue status, add resolution comments, and link related incidents — maintaining full ticket hygiene across engineering and IT operations workflows.
The agent queries HR systems to validate employee status, role, and entitlements before provisioning access or software licenses — ensuring every action is grounded in current organizational data.
For software deployment and device configuration, the agent triggers Intune or JAMF policies to push applications, enforce compliance baselines, and remediate configuration drift on managed endpoints.
ibl.ai delivers the complete agent codebase to your organization. You own it outright — inspect it, modify it, extend it, and audit every line. No black-box SaaS dependency, no runtime licensing fees tied to usage.
Deploy entirely within your own infrastructure — on-premise data centers, private cloud, or fully air-gapped environments. No data leaves your network. Purpose-built for government, defense, healthcare, and regulated financial institutions.
Run on AWS, Azure, Google Cloud, or a hybrid combination. The agent is infrastructure-agnostic and containerized for straightforward deployment into existing enterprise Kubernetes or VM environments.
Choose the AI model that fits your security, performance, and cost requirements. Deploy with GPT-4, Claude, Gemini, Llama 3, Mistral, or a fine-tuned custom model. Swap models without rebuilding the agent.
One flat fee covers your entire organization — unlimited users, unlimited tickets, unlimited agents. No per-seat pricing, no per-resolution charges. Typically 10x more cost-effective than per-seat AI tooling at enterprise scale.
The majority of tier-1 tickets — password resets, access requests, VPN issues, software installs — are resolved autonomously without any human IT staff involvement.
Average resolution time for autonomous tickets drops from 30–90 minutes (human-handled) to under 4 minutes — improving employee productivity and reducing business disruption.
Organizations with 5,000–25,000 employees report $800K to over $2M in annual savings by eliminating the need for large tier-1 help desk teams and after-hours staffing.
ibl.ai's enterprise flat-fee model eliminates per-seat and per-resolution charges, delivering the same autonomous capability at a fraction of the cost of leading per-seat AI help desk tools.
IT teams reclaim an average of 40% of their working hours previously spent on repetitive tier-1 tasks — redirecting that capacity to infrastructure projects, security, and strategic initiatives.
See how ibl.ai deploys autonomous AI agents you own and control — on your infrastructure, integrated with your systems.