The AI agent that clears your IT helpdesk queue

The AI IT Agent is IrisAgent's AI agent for the internal IT helpdesk. It works in two places. In front of the queue, employees ask for help in Slack, Microsoft Teams, email, or your IT portal. Inside the queue, it auto-resolves, tags, and routes tickets in your ITSM and gives your IT agents a copilot with suggested resolutions. The agent answers from your runbooks, knowledge base, and past resolved tickets, completes approved actions such as password and MFA resets, access requests, and license grants, and routes anything it cannot resolve to the right IT queue with the conversation, the employee's details, and the troubleshooting already done.

The repetitive, documented, low-risk volume that fills most IT queues: password and MFA resets, account unlocks, application and group access requests, software and license requests, VPN, Wi-Fi, and SSO troubleshooting, new-hire onboarding steps, device setup questions, and 'how do I' or policy lookups. In mature deployments the agent resolves 60%+ of eligible tickets. Hardware failures, security incidents, and production infrastructure work route to your engineers quickly with context attached.

No. The AI IT Agent layers on top of ServiceNow, Jira Service Management, Freshservice, and Zendesk the same way IrisAgent layers on top of customer support helpdesks. It auto-responds to and resolves new tickets, sets category, priority, and assignment group automatically, gives your IT agents a copilot beside the ticket, and logs every AI resolution so your ITSM reporting stays accurate. If you change ITSM tools later, your AI agent, procedures, and knowledge come with you.

IT teams write Smart Operating Procedures in plain English, and the agent compiles them into executable steps that call your systems through API actions, including identity providers like Okta and Microsoft Entra ID, device management, and SaaS admin APIs. Every action runs with guardrails: identity is verified through your SSO, sensitive steps require manager or IT approval, write actions confirm before they run, and every step is written to an audit log.

Three differences come up most. Speed: the agent is live in about 24 hours instead of a multi-month implementation. Openness: it works across ServiceNow, Jira Service Management, Freshservice, and Zendesk rather than tying your AI roadmap to one ITSM vendor. Learning: the agent learns from your past resolved tickets, not just your knowledge base, and writes new articles when it finds gaps. And The agent is independent: Moveworks now belongs to ServiceNow and Aisera to Automation Anywhere. Pricing is transparent, with a per-resolution option, so cost tracks tickets actually resolved instead of growing with headcount.

A wrong answer on an IT helpdesk can become an access or security event, so the agent only answers from your approved sources and cites them. IrisAgent's Hallucination Removal Engine checks each answer against those sources before it is sent, and when the evidence is not there, the agent says so and escalates instead of guessing. AutoQA scores every conversation against your quality rules so you can audit accuracy over time.

Yes. The agent knows who is asking through your identity provider, so answers and actions respect role, department, location, and device. A contractor and a full-time engineer asking about VPN access get different, correct answers, and each knowledge source can be scoped to the teams allowed to see it.

The AI IT Agent is SOC 2 Type II compliant with SSO, role-based access control, tenant isolation, and encryption in transit and at rest. Your data is never used to train shared models. For regulated teams, IrisAgent Private runs the full platform inside your own VPC or on-premise data center with zero data egress.

About 24 hours for most teams. Install the Slack or Microsoft Teams app, connect your ITSM and knowledge sources, and the agent starts resolving tickets the same day. Teams typically launch in one channel or for one request type, then add actions such as password resets and access requests once they have reviewed the first week of answers.