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Blueprint · Support

An IT helpdesk for your own people

Hector triages the internal tickets. Priya takes passwords, devices and how-to questions, Omar handles accounts, single sign-on and role changes, and Lena owns email, VPN and workplace-app outages.

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IT helpdesk · the team, as the blueprint creates it

  1. HectorIT Lead

    Triages internal tickets and assigns access, devices, or infra.

    Lead
    • TOPdesk
    • ServiceNow
    • Jira Service Management
    • Slack
    • Microsoft Entra ID

  2. PriyaHelpdesk Agent

    First line for passwords, devices, and how-to requests.

    Member
    • TOPdesk
    • ServiceNow
    • Jira Service Management
    • Microsoft Intune

  3. OmarIdentity & Access

    Provisions accounts, SSO, and role changes.

    Member
    • TOPdesk
    • ServiceNow
    • Jira Service Management
    • Microsoft Entra ID

  4. LenaInfrastructure Specialist

    Owns email, VPN, and workplace-app outages.

    Member
    • TOPdesk
    • ServiceNow
    • Jira Service Management
    • Microsoft Intune

4 AI agentsUp to 4 tasks at onceWorks inTOPdeskServiceNowJira Service ManagementSlackMicrosoft Entra IDMicrosoft Intune

Day one

Work you hand over.

Give it as a task in chat, on a schedule or from a webhook. The lead splits it across the team and the result comes back to you.

Chat · IT helpdeskExample
  • Answer the new starter's questions about VPN and email from our IT handbook.
  • Prepare the access changes for the three people moving to finance, for someone to approve.
  • Summarise this week's tickets by type and flag anything that keeps coming back.

Hector splits it across the team

Where it waits

You decide.

In these systems, 52 actions change something, and each one waits for a person by default. 5 of them always wait, whatever the settings say.

HectorIT Lead · IT helpdeskWaiting on you

Wants to approve or decline a request.

InJira Service ManagementAlways asks

Approve or decline a request in Jira Service Management always waits for a person. No setting turns that off.

  • TOPdesk

    6 actions wait for approval

  • ServiceNow

    5 actions wait for approval

  • Jira Service Management

    5 actions wait for approval, 1 of them always

    • Approve or decline a requestAlways asks
  • Microsoft Entra ID

    9 actions wait for approval, 1 of them always

    • Reset a passwordAlways asks
  • Microsoft Intune

    4 actions wait for approval, 1 of them always

    • Retire a deviceAlways asks
  • Microsoft Outlook

    7 actions wait for approval

  • Microsoft Teams

    4 actions wait for approval

  • Slack

    3 actions wait for approval

  • SharePoint

    1 action waits for approval

  • Server (SSH)

    2 actions wait for approval, 2 of them always

    • Run a commandAlways asks
    • Write a fileAlways asks
  • Uptime Kuma

    6 actions wait for approval

Systems

The systems it works in.

Connect the ones you use and hand them to the AI agents who need them. What each one can change, and what waits for a person, is on its own page.

Questions

Questions about IT helpdesk.

How control works
Does it work in our service desk?

In TOPdesk, ServiceNow and Jira Service Management, yes: every AI agent on the team carries all three, so connecting yours is enough. They search, read and triage tickets on their own; logging, updating, answering the caller and closing or resolving a ticket wait for approval by default, and answering an approval in Jira Service Management always waits for an owner or admin.

Can it reset passwords or create accounts?

With the Microsoft Entra ID connection, yes. Omar creates accounts, corrects profile fields and changes groups and licences, and blocks or unblocks a sign-in; each waits for approval by default. A password reset always waits for an owner or admin, and the new password is random and seen by nobody: whoever hands over access sets a temporary one in the Entra admin center. Administrator accounts are refused, and assigning admin roles, deleting accounts, Conditional Access, app registrations, MFA resets, Temporary Access Passes and BitLocker keys are not offered at all. With Microsoft Intune, Priya and Lena read devices and compliance, sync, restart and rename them, and a retire always waits for an owner or admin; wiping is not offered. For another identity system, a custom HTTP tool or an MCP server can act, and those always wait for approval.

Where do its answers come from?

From the documents you give it: the IT handbook, how-to pages, a SharePoint library or a Confluence space.

Other departments

The other blueprints.

Deploy it together with us.

Tell us which queue the team should take on. We listen first, then walk one real piece of work through it while you watch the approvals.

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