Sistava

Internal Helpdesk Triage

AI Operations Team

Resolve IT, HR, and ops requests in Slack

Internal Helpdesk Triage gives your team an AI Employee that handles IT, HR, and operations requests directly in Slack or email. Password resets, access requests, PTO questions, expense rules, and equipment orders get answered or routed within seconds. Employees stop waiting on a ticket queue.,The Employee reads the request, identifies what it is about, looks up the relevant policy or SOP, and either resolves the request or routes it to the right human team. For self-service items, it walks the user through the steps. For policy questions, it answers with citations. For real tickets, it creates them with all the context already filled in.,Traditional helpdesks queue everything for a human, even questions that have a documented answer. Your AI Employee handles the documented cases on first contact and reserves human time for the cases that actually need judgment. Response times drop from hours to seconds for the majority of requests.

Benefits

How It Works

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At a Glance

< 30 sec
Time to first response
60%
Resolved on first contact
24/7
Always-on helpdesk coverage
85%
Reduction in ticket queue depth

First contact, first answer

Tickets with context attached

Policy-grounded answers

FAQ

Where do users actually talk to the helpdesk Employee?

Most teams use Slack or Microsoft Teams as the primary channel. Email and a web form work too. The same Employee handles all channels and keeps the conversation history together regardless of where it started.

How does it handle requests it cannot answer?

It creates a ticket in your system with the user, the request text, its best guess at classification, and any context it gathered. The right team gets notified with everything they need to start, so handoffs are not a fresh conversation.

Can it actually take actions like resetting passwords?

Yes, when you connect the underlying system. For password resets, account provisioning, group access, and similar items, the Employee can execute the action through your IT tools after applying the relevant approval policy.

How do we keep its answers aligned with policy?

The Employee reads from your knowledge base and policy library. When you update a policy, the next answer reflects the new version. Every response cites the source, so users and auditors can verify the answer matches the rule.

What if the same user asks the same thing twice?

The Employee remembers the prior conversation in the same thread or channel. It picks up where it left off instead of restarting, which matters most for multi-step requests like onboarding or access changes.