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Self-service IT support: Employee issues fixed before they become tickets

The Assist AI agent fixes employee IT issues on the laptop and in the cloud, and sends IT a ticket with diagnostics when it can’t.

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What is self-service IT support?

Self-service IT support lets employees get IT issues fixed by asking an AI agent, without a ticket. Assist fixes them on the laptop or in the cloud. It shows exactly what it will change, and acts once the employee approves. What it can’t fix goes to IT as a ticket with diagnostics.

  • Fewer tickets

    Routine issues are fixed in the conversation, before anyone opens a ticket.

  • Lower support cost

    Fewer tickets for IT to touch means lower help desk costs.

  • Guardrails

    Assist checks each request’s intent, plan, and policy, and blocks anything out of scope.

  • Approval first

    Every change runs with a preview, the employee’s consent, and a full audit trail.

  • Proactive fixes

    Assist runs lightweight checks in the background and offers a fix when something needs attention, such as a full disk or an expiring certificate.

Built for every team that runs on tickets

Assist handles the requests that fill your queue, from VPN fixes to access requests.

  • VPN

  • Disk space

  • Printer

  • Slow computers

  • Password and MFA reset

  • Group management

  • Access requests

  • Knowledge base answers

  • Triage and escalation

Escalations arrive ready to work

When a fix needs a person, Assist collects the details, runs a diagnostic check, and sends IT a ticket they can act on right away.

  • Category, urgency, and symptoms filled in
  • A diagnostic check matched to the problem
  • Screen recording

Works with your ITSM and tools

Assist fixes issues in your identity and device tools, and sends what it can’t fix to your ITSM.

Browse all integrations
  • HaloPSA
  • ConnectWise PSA
  • NinjaOne
  • Atera
  • Microsoft Intune
  • Jamf Pro
  • Okta
  • Microsoft Entra ID

Start with triage. Grow from there.

Triage tickets first, then let AI resolve, prevent, and automate the rest.

  1. 01AI ticket triageAutomate
  2. 02AI ticket resolutionAutomate
  3. 03You are here
    Self-service IT supportAssist
  4. 04IT workflow automationAutomate
Next: IT workflow automationRoutine IT work runs without a ticket.Automate

Stop fixing the same IT issues by hand

See Assist fix your employees’ most common IT issues, on the laptop and in the cloud.

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