Solutions / IT helpdesk

Internal IT helpdesk assistant (RAG)

Employees ask their IT and policy questions in the chat they already use and get an answer in seconds from your own wiki and runbooks — a ticket is opened only when a person is genuinely required.

Ops RAG / knowledge Professional services
10–30 sec
to an answer, with the runbook cited
40–60%
of tickets resolved without an engineer
The rest
arrive pre-diagnosed, not blank
Who it is for

IT and ops leads supporting 100 or more employees, where a small team spends its day on questions that are all answered somewhere in the wiki.

Short answer

An employee asks in Slack or Teams and gets an answer in 10–30 seconds, drawn from your wiki, runbooks and policies with the source shown. 40–60% of tickets are resolved without an engineer touching them, and the ones that escalate arrive already diagnosed.

The problem

Your engineers are a search interface for a wiki nobody reads.

01

The same twenty questions, forever

VPN setup, printer access, password policy, expense limits, how to request a licence. All documented, all asked again this week, and answering them is what stops the actual infrastructure work.

02

Tickets arrive with nothing in them

"It doesn't work." Then two round trips to find out which laptop, which application and what the error said — a day gone before diagnosis even begins.

03

Waiting on IT stops other people's work

An employee blocked on access is idle or improvising around your controls. The cost of the queue is not IT's time — it is everybody else's, and it never shows up in IT's numbers.

How it works

From trigger to result, step by step.

01

Index the wiki, runbooks and policies

Confluence, Notion, SharePoint, the ticket history and whatever lives in a folder called IT. The past year of resolved tickets is often the best source you have, because it is what people actually ask.

02

Answer with the source shown

The relevant steps, plus a link to the runbook they came from. When documentation does not cover it, it says so and escalates instead of improvising instructions for a production system.

03

Do the safe things directly

Password reset, group membership, licence assignment, a known service restart — the routine actions you approve, executed through your existing tooling with an audit entry, not by handing out credentials.

04

Escalate with a diagnosis attached

When a person is needed, the ticket already contains the device, the software version, the exact error, what was tried and which runbook was consulted. Your engineer starts at the diagnosis rather than at hello.

05

Report what documentation is missing

Every unanswerable question is logged. That log is a ranked list of the runbooks worth writing, ordered by how many people were blocked by their absence.

Before / after

What changes on the ground.

Today, by hand
×Engineers answer the same twenty questions weekly
×Tickets say "it doesn't work" and nothing else
×Employees wait hours for a documented answer
×The wiki is written and then never opened
With the automation running
›An answer in 10–30 seconds, with its runbook
›40–60% of tickets resolved without an engineer
›Escalations arrive pre-diagnosed
›A ranked list of documentation actually worth writing
What you get

Delivered, not demoed.

›A retrieval index over your wiki, runbooks and ticket history
›An assistant in Slack or Teams, inside your permissions
›Safe automated actions through your existing IT tooling, with an audit trail
›Escalation into your ticket system with a full diagnosis
›Documentation and a handover session — the system is yours
Built with

We build in your stack rather than moving you onto ours. The list below is what this solution most often connects to — other systems are a scoping question, not a blocker.

LLM (replaceable) Vector store (pgvector / Qdrant) Confluence Notion SharePoint Jira Service Management Slack API Active Directory / Entra ID n8n
Time to production4–8 weeks
Build priceFixed quote
First stepFree mini-audit
Honest limits

When this is not the right solution.

·If nothing is documented, there is nothing to retrieve. The ticket history usually carries more than teams expect, and the audit will tell you honestly whether it is enough to start.
·Twenty employees do not need this. Someone who knows where things are will out-answer any assistant at that size, and we will say so.
·We will not give it destructive permissions. It resets a password; it does not delete an account, wipe a device or change a firewall rule, no matter how routine those feel on a good day.

Questions we get about this one

Both, within a list you approve. Password resets, group membership, licence assignment and known service restarts run through your existing tooling with an audit entry per action. Anything destructive or irreversible stays with a human — that boundary is set during the build and is not negotiable afterwards by a chat message.

Bring us the process that hurts.

The mini-audit is free: we take your version of this process apart and tell you plainly whether automating it pays. If it does, you get a scope and a fixed price.