Coreshift Technology.

Automation / Chat

IT Help Desk.

IT Help Desk is the frontline your team actually gets answers from. It verifies who's asking, resolves the lockouts and password resets that eat help-desk hours, walks people through known fixes step by step — and when something needs a human, it escalates with the diagnostics already attached.

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Workflow concept and scripted demonstration. The descriptions below preserve the original workflow scope; channels, integrations, response times, and actions must be agreed and tested for your setup. Sample dialogue is not a customer result.

Frontline support that resolves, not deflects.

  1. Verify first

    Before touching any account, the bot confirms identity through your chosen factor — manager confirmation, known device, or ID challenge.

  2. Fix the common 80%

    Password resets, account unlocks, MFA re-enrollment, printer queues, VPN client resets — executed directly against your systems, not ticketed and queued.

  3. Walk through known issues

    For anything in the runbook, the bot guides step-by-step at the user's pace, confirming each step actually worked.

  4. Escalate with context

    What it can't fix goes to your IT person or MSP with diagnostics, steps already tried, and urgency attached — no "have you tried turning it off and on."

  5. Log everything

    Every interaction becomes a ticket with resolution time and outcome — your IT picture gets clearer every week.

See the workflow unfold.

Renee is locked out of email before a client call. Watch identity verification, the fix, an MFA re-enroll — and a second issue escalated properly.

Illustrative sample only. Playback sends no messages and connects to no accounts.

Read the complete sample transcript
  1. Renee (employee)

    help! I'm locked out of my email and I have a client call at 7:30

  2. IT Help Desk Bot

    On it, Renee — let's get you in before that call. First, quick identity check: I'm sending a 6-digit code to your enrolled phone ending in 4471. Read it back when it lands.

  3. Renee (employee)

    883204

  4. IT Help Desk Bot

    Verified ✓ I can see the account: locked at 6:54 AM after 5 failed sign-ins from your laptop — looks like a saved old password retrying. I've unlocked the account and cleared the bad cached credential. Try signing in now with your current password.

  5. Renee (employee)

    I'm in!! but it's asking me to set up the authenticator again?

  6. IT Help Desk Bot

    Expected — the unlock reset your MFA session. 60-second re-enroll: 1) Open the authenticator app 2) Tap + → Work account 3) Scan the QR code on your screen 4) Enter the 6-digit code it shows. Tell me when you see "account added."

  7. Renee (employee)

    ok it says account added. I'm fully in. you're a lifesaver

  8. IT Help Desk Bot

    Go crush that call 💪 Ticket IT-2241 closed: lockout resolved, MFA re-enrolled, total time 6 minutes. Anything else while I have you?

  9. Renee (employee)

    actually yes — the conference room TV hasn't connected to laptops all week, we keep using the small room

  10. IT Help Desk Bot

    That one needs hands-on help — the room system isn't responding to my remote checks (last heartbeat Monday 4 PM, power state unknown). I've opened IT-2242 for Apex MSP, priority normal, with the diagnostics attached: offline since Mon, remote restart failed, likely HDMI-CEC or dead receiver. They're scheduled on-site tomorrow morning. I'll confirm when it's fixed.

Why this workflow matters.

The 80% never reaches a human

Lockouts, resets, and known issues — the bulk of IT tickets — are resolved in minutes, around the clock.

Security that doesn't slow help

Identity verification on every account action, full audit trail — faster than a help desk and stricter than "hey can you reset Renee's password."

Escalations a tech can act on

Your IT person or MSP gets diagnostics and tried-steps attached. Escalated tickets start at step 4, not step 1.

Minutes, not Monday

The 7 AM lockout before a client call gets fixed at 7:02 — not when the help desk opens.

Ticket record → IT system / MSP

The complete sample handoff, ready to inspect alongside the conversation. The actual record format is scoped to your systems.

Inspect the structured sample output
{
  "record": "it_tickets",
  "tickets": [
    {
      "id": "IT-2241",
      "user": "Renee P.",
      "issue": "account_lockout",
      "identity_verified": "mfa_code_enrolled_device",
      "root_cause": "stale_cached_credential",
      "actions": [
        "unlock",
        "clear_cached_cred",
        "mfa_reenroll_guided"
      ],
      "resolution": "resolved_by_bot",
      "duration_min": 6
    },
    {
      "id": "IT-2242",
      "issue": "conf_room_av_offline",
      "diagnostics": {
        "last_heartbeat": "Mon 16:00",
        "remote_restart": "failed",
        "hypothesis": "hdmi_cec_or_receiver"
      },
      "escalated_to": "apex_msp",
      "priority": "normal",
      "onsite": "tomorrow_am",
      "steps_already_tried": [
        "remote_status_check",
        "remote_restart"
      ]
    }
  ],
  "audit": {
    "account_actions_verified": true,
    "transcript_ref": "chat-it-0712"
  }
}

Make it work for your setup.

Start with your inputs, systems, approval owners, and exceptions. We agree the permitted actions, test dry runs, and define who can pause the workflow.

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