IT helpdesk agent
An agent employees message in Slack to get IT help — check and update tickets, search the knowledge base, and answer from your own runbooks — with password resets and other privileged actions run under policy.What you’ll connect
Build it
1
Start from the IT helpdesk template
Create an agent from the IT
helpdesk template. It proposes an identity provider and service desk — keep
ServiceNow.
2
Connect ServiceNow
Follow the ServiceNow guide. Enable the
incident, request, and knowledge modules; leave the privileged actions off
until you’re ready to authorize them as an admin.
3
Add a runbook collection
Create a custom knowledge collection for the
procedures your team keeps outside ServiceNow — VPN setup, MFA enrollment,
onboarding checklists. Upload them and mark the collection active.
4
Set safety boundaries
On the profile, turn on boundaries such as never
revealing another user’s data and handing off anything security-sensitive.
Tune privileged tools and confirmations under
tools & rules.
5
Test, then deploy to Slack
Try it in Preview, then install the Slack channel.
Employees DM the bot for help. (Slack bots are direct-message only.)
Notes
- Employees are identified by their Slack account automatically — no second sign-in. This is attribution-grade identity; privileged actions still run under your admin authorization, not the employee’s. See End-user identity.
- Want the agent to hand hard cases to a human? See live agent handoff.