> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cobalt.peoplereign.io/llms.txt
> Use this file to discover all available pages before exploring further.

# IT helpdesk agent

> A ServiceNow + Slack agent that answers IT questions and works tickets, backed by internal runbooks.

# 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

| Piece       | Choice                                                       | Why                                             |
| ----------- | ------------------------------------------------------------ | ----------------------------------------------- |
| Template    | **IT helpdesk agent**                                        | Pre-selects the systems below                   |
| Integration | [ServiceNow](/integrations/servicenow)                       | Incidents, requests, knowledge, catalog         |
| Knowledge   | [Custom knowledge](/build-agent/custom-knowledge) collection | Internal runbooks that don't live in ServiceNow |
| Channel     | [Slack](/channels/slack)                                     | Where employees already ask for IT help         |

## Build it

<Steps>
  <Step title="Start from the IT helpdesk template">
    [Create an agent](/get-started/create-your-first-agent) from the **IT
    helpdesk** template. It proposes an identity provider and service desk — keep
    ServiceNow.
  </Step>

  <Step title="Connect ServiceNow">
    Follow the [ServiceNow guide](/integrations/servicenow). Enable the
    incident, request, and knowledge modules; leave the privileged actions off
    until you're ready to authorize them as an admin.
  </Step>

  <Step title="Add a runbook collection">
    Create a [custom knowledge](/build-agent/custom-knowledge) collection for the
    procedures your team keeps outside ServiceNow — VPN setup, MFA enrollment,
    onboarding checklists. Upload them and mark the collection active.
  </Step>

  <Step title="Set safety boundaries">
    On the [profile](/build-agent/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](/build-agent/tools-rules-and-hooks).
  </Step>

  <Step title="Test, then deploy to Slack">
    Try it in Preview, then install the [Slack channel](/channels/slack).
    Employees DM the bot for help. (Slack bots are direct-message only.)
  </Step>
</Steps>

## 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](/identity/end-user-identity).
* Want the agent to hand hard cases to a human? See
  [live agent handoff](/build-agent/capabilities-overview).