Sistava

AI Internal Helpdesk Triage | Resolve IT, HR, Ops Requests

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

A large share of helpdesk requests have documented answers. Password resets, PTO balance questions, expense limits, equipment policies, software access procedures. These do not need human attention. The AI Employee reads the request, finds the policy, and answers in the same Slack thread within seconds. Users stop waiting in a ticket queue for answers that exist in a Notion page they could not find. The result is faster resolution for the requester and lower load on the human helpdesk team, who can focus on the cases that actually need judgment.

Tickets with context attached

When the Employee cannot resolve a request directly, it does not just punt. It creates a ticket in your system with the user, the request text, its best classification, the policy it consulted, and any context it gathered along the way. The human picking up the ticket starts with everything they need instead of replaying the conversation from scratch. This shaves minutes off every escalated case and removes the back-and-forth that frustrates both the requester and the helpdesk team.

Policy-grounded answers

Every answer the Employee gives is grounded in your actual policies and runbooks. It does not guess. If the answer is not in the knowledge base, it says so and routes the request to a human. Each response includes citations to the source documents, so users can verify the answer and read deeper. When you update a policy, the next answer reflects the change immediately. This keeps the helpdesk aligned with current rules without retraining anything or pushing updates to the team.

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.