Welcome to IT Support
Identify yourself to get personalized support. We'll check your account status and help resolve issues faster.
Test Accounts
Click to auto-fill. Status tags show live account issues.
What the AI Can Do
Actions (requires identity verification via email code)
- Reset passwords — generates a temporary password and emails it
- Unlock accounts — clears lockouts and failed attempt counters
- Diagnose login issues — checks account status (locked, expired, must-change) automatically on login
Agents
- Password & Account — password resets, lockouts, MFA issues. Reads live account status to diagnose before asking.
- Software & Applications — install requests (approved list vs manager approval), app errors, VPN client issues.
- Hardware & Equipment — laptop/monitor/printer troubleshooting, equipment requests with timelines.
- Access & Permissions — VPN setup, network drives, shared folders, system access provisioning.
- General IT — Wi-Fi, email setup, browser issues, basic troubleshooting guides.
- Escalation — when the AI can't resolve, it creates a work order (HD-xxx), logs the transcript, and sets priority.
Live Support Handoff
- Auto-alerts — sessions flagged when frustration detected, duration > 5 min, repeated questions, ALL CAPS, or AI escalates
- Alert scoring — risk score accumulates per session. Yellow at 5+, red/urgent at 10+
- Agent takeover — support agent joins via Support Dashboard, AI pauses, messages go P2P
- Hand back — agent can return control to AI at any time
- Seamless — employee sees the same chat whether talking to AI or human
Automatic Behaviors
- Account issues flagged on login (locked, expired password)
- FAQ pre-check answers common questions instantly (no AI cost)
- Every interaction creates a tracked work order — resolved or escalated
- All chats logged to Chat Logs