Solves the common issue itself;
takes the rest to the right team.
Password reset, access, VPN, printer, software installation… Classifies and prioritizes every request that reaches the help desk and closes the ones within its authority itself; moves what it cannot solve to the right team with a log summary, tracks the SLA and keeps the knowledge base current. Authority limits and change approvals always stay with IT.
It takes over the repetitive requests; the IT team focuses on real work
The agent learns the ticket history, knowledge base, directory and MDM permissions; solves the known issue itself, passes the unknown to the right team with priority and context, and records every step.
Ticket classification and prioritization
Classifies requests arriving by e-mail, Teams, portal and phone by category, impact and urgency; assigns them to the right queue and reduces tickets landing with the wrong team.
"Category: Access · P3 · Queue: Identity management"Autonomous resolution: password, access, software
Does the work within the authority matrix itself: password reset, group membership, standard software installation, printer setup. Anything outside its authority goes for approval.
"Password reset · MFA verified · 2 min"Guided resolution from the knowledge base
Matches known issues with the knowledge base and sends the steps in the user's language; if unresolved, updates the article with what was learned and suggests missing articles to IT.
"KB-0312 matched · 4-step fix sent"SLA tracking and escalation
Tracks the SLA clock on every ticket; warns the owner as the threshold nears and moves it to L2/L3 or the manager before it expires. Escalations carry a log summary and the steps already tried.
"SLA 45 min left · priority escalation to L2"Recurring issue → root-cause suggestion
Clusters similar tickets; reports issues recurring on the same device, site or application to IT with a root-cause hypothesis. Suggests a problem record; IT decides.
"3rd-floor printer: 14 tickets / 2 weeks · driver version?"Change and access approval flow
Submits out-of-authority access, software licence and change requests to the manager and data owner by the authority matrix; applies what is approved and notifies the user.
"Finance folder access · awaiting data owner approval"A sample day with the ITSM agent
A representative working day: which ticket the agent closes itself, which it moves to L2 and which waits for the IT manager's approval. Every resolution is written to the knowledge base.
- "VPN won't connect" · via Teams
A field sales rep writes in. The agent opens a ticket: Network · Remote access · P2; it matches known issue KB-0312 (client version). - Fix steps sent
Update the client, renew the certificate, reconnect: 4 steps with screenshots. The user is asked to report back within 15 minutes. - Unresolved → priority escalation to L2
The user says "same error". The agent summarizes the client log (certificate error 0x800B0109), attaches the steps tried and moves it to the L2 queue; SLA clock 1 h 20 min. - 19 password and access requests
The morning pile: 14 password resets (closed after MFA verification), 5 group membership requests; 3 standard, 2 for the finance folder (outside authority). - IT manager: 2 access requests decided
Data owner approval obtained for the finance folder; 1 approved, 1 rejected with a reason. The agent applied the approved one and informed the users. - Root-cause suggestion: 3rd-floor printer
14 similar tickets on the same device in 2 weeks; the driver version is old. A problem record is suggested and a driver update plan is presented to IT. - Daily summary to the IT team
41 tickets: 27 closed by the agent at L1, 9 at L2, 5 awaiting approval. The VPN ticket is resolved; KB-0312 updated with the new certificate step.
The user writes "VPN won't connect"; the agent sets the category, priority and known-issue match, sends the fix steps and, if unresolved, moves it to L2 with a log summary.
Ağ · Uzak erişimclassifiedP2 · 1 kullanıcı, sahaimpact × urgencyKB-0312 · istemci sürümümatched4 adım · çözülmediescalated1 sa 20 dk kaldıin L2 queueHow does it work in your company?
Pick your industry to see which requests the ITSM agent takes over and how it works with your IT team.
Plant, warehouse and office; IT requests should close without stopping the line.
Classifies MES/ERP access, terminal, label printer and network issues in shift-based plants; automatically escalates requests affecting production and reports recurring line issues with a root cause.
- Production-impact priorityA request that stops the line becomes P1 and field IT is notified immediately.
- Terminal and printer issuesGuided fixes for handheld terminals, label printers and scale connections.
- Shift accessCloses shift-start MES/ERP access and password requests with MFA.
- Recurring line issuesClusters repeated tickets on the same station and suggests a problem record.
Hundreds of stores, one help desk; the till should not wait.
Classifies store till, POS, barcode scanner and network requests per store; escalates till-stopping requests immediately and closes store opening/closing access with a standard flow.
- Till and POS priorityA request that stops sales is P1, straight to field service and the network team.
- Store-level root causeReports issues recurring in the same store or region.
- New store openingDistributes account, POS, network and printer setup tasks with a checklist.
- Store staff accessAccount open/close flow for high-turnover teams; approval with the store manager.
Multi-company structure, strict authority rules; every access should leave a trail.
Applies different authority matrices across group companies; ties access and change requests to data owner approval, keeps a trail of every operation for audit and never opens privileged accounts on its own.
- Company-level authority matrixA separate approval chain and access rule for every group company.
- Privileged access flowAdmin account and critical system requests are dual-approved and time-limited.
- Audit trailWho got which permission, when; audit-ready report.
- Joiner/leaver accessCloses account creation and removal tasks together with the HR agent.
HIS, devices and on-call access; the clinical workflow should not stop.
Prioritizes HIS, PACS and medical device connection issues by clinical impact; closes account and access requests during on-call periods and protects access involving patient data with the authority matrix and a trail.
- Clinical-impact priorityRequests affecting the ER and operating rooms are P1 with immediate escalation.
- HIS and PACS accessRole-based access requests, extra approval for patient data.
- Device connection issuesGuided fixes for laboratory and imaging device integrations.
- On-call supportCloses after-hours requests and moves the rest to on-call IT.
Hybrid teams, a SaaS stack; licences and access should flow on their own.
Closes SaaS licence, VPN, device enrolment (MDM) and developer tool requests; reports unused licences and runs the access removal list for leavers.
- SaaS licence requestsAssigns from the licence pool, submits to the manager above the limit.
- MDM and device enrolmentRuns new device enrolment, encryption and policy check steps.
- Remote access issuesResolves VPN, SSO and MFA problems with the knowledge base.
- Leaver access removalCloses all accounts and licences together with the HR agent and reports.
Four steps, in-house
- 01
Connect
Ticket system, Active Directory/IdP, MDM, e-mail/Teams and monitoring tools are connected; the knowledge base and ticket history are uploaded.
- 02
Teach
The authority matrix is defined with the IT team: what the agent may do alone, what needs approval, SLA thresholds, queue and category rules.
- 03
Run
The agent classifies requests, resolves known issues, submits out-of-authority ones for approval and tracks the SLA; every escalation carries a log summary and the steps tried.
- 04
Improve
Every resolution, approval and rejection is written to the knowledge base and corporate memory; recurring issues reach IT with a root-cause suggestion and the authority matrix is refined with experience.
The agent works; decisions stay with the company
Every agent runs on-premise or in your own cloud; what it may do alone and what it submits for approval is defined by the authority matrix.
Runs in-house
Ticket contents, logs and user data never leave the company; the agent runs on-premise or in your own cloud. Credentials and access records are subject to your information security policy.
Authority matrix
What the agent may do alone (password, standard access, installation) and what needs approval (privileged account, change, out-of-authority access) is defined by role, system and impact.
Trail for every operation
How each ticket was classified, which permission was granted when, which step was tried: every operation is recorded with a timestamp and reason. Reversible for audit.
Human in the loop
Change, privileged access and problem record decisions always stay with IT. The agent classifies, resolves, suggests and reminds; when unsure it escalates instead of guessing.
The ITSM agent grows with Nexage solutions
Request & Ticket Management (ITSM)Queues, SLA and knowledge base screens; the system the agent works inside.
HR & Employee AgentOn joining and leaving, the two agents close account, equipment and access tasks together.
Asset & InventoryDevice, licence and asset records; the agent matches each request with the right asset.Common questions
How are the agent's authority limits set?
During setup an authority matrix is defined with the IT team: what the agent may do alone (password reset, standard group membership, approved software list), what needs approval (out-of-authority access, privileged account, change) and which systems it never touches. The matrix is detailed by role, system and impact and can be narrowed or widened at any time.
Does it work with our existing ticket tool?
Ready connections exist for common ITSM and help desk tools; the agent opens, updates and closes tickets in your tool. Others are connected via API. It also works together with the Nexage Request & Ticket module if you prefer.
Can non-IT units (facilities, admin) use it too?
Yes. The same classification and flow logic is adapted to facilities, admin, fleet and purchasing requests; a separate queue, SLA and approval rule is defined for each unit. The user writes through one channel and the agent routes to the right unit.
What if the agent misclassifies a ticket?
The ticket owner or L2 corrects the category with one click; the correction is taught to the next similar request. On requests it is not sure about, the agent puts them in an "unclassified" queue and asks a person instead of guessing.
Do my data and logs leave the company?
No. The agent runs on-premise or in your own cloud; ticket contents, logs and credentials are not transferred outside. Every access and operation is kept in the audit trail.
Who maintains the knowledge base?
The agent suggests an article from every resolved ticket and updates existing articles with new steps; it asks for IT approval before publishing. This keeps the knowledge base current and raises the resolution rate over time.
How long does setup take and how is it priced?
Usually 4–8 weeks including ticket system, directory and MDM connections; in the first weeks the agent only classifies, and autonomous resolution authority is opened gradually. Pricing is an annual license + setup based on user count, connected systems and scope; a firm quote follows discovery.
See the ITSM agent with your own ticket history
In a 30-minute demo we classify a few examples from last month's tickets together; see with your own eyes which ones the agent would close itself and how you would draw its authority limits.