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, and that is an established identity like any other. Privileged actions still run under your admin authorization, not the employee’s, and who may ask for them is set per tool. See End-user identity.
- Want the agent to hand hard cases to a human? See live agent handoff.