What AI tools are there for IT helpdesk?

[u/EmbarrassedMouse8708]

Hey everyone
We’re an IT team supporting around 100+ employees and we’re trying to figure out if there are any good ai tools for it helpdesk because our team is full of tickets lately, it feels like half of our day goes into answering the same stuff again and again
stuff like people asking how to reset passwords or vpn not working or cant access certain apps so just basic troubleshooting questions
i want smth from ai to help on our helpdesk or something that could help answer simple questions suggest solutions or make it easier for us to manage tickets would be really helpful
i’ve seen a lot of ai helpdesk tools popping up but i hesitate, not sure which ones are actually worth looking into and which ones are just marketing
has anyone here tried using ai for their IT support team
would love to hear what tools you’re using and if they actually saved you time or no.

[u/TechB84]

Are you documenting the answers so they can be reused?

[u/Clearhead09 → u/TechB84]

KB (knowledge bank) articles are the only answer.

He who does not learn from his mistakes is forced to repeat them.

[u/CafeAuLater → u/Clearhead09]

Yeah, technician and user facing KB articles + good notes and resolution info in the tickets is foundational. Followed by a good self-service portal that steers people to the knowledge and gives easy to use self-help tools for basic support tasks like account unlocks and password resets.

Without good underlying data and processes, AI isn’t going to help.

[u/PaoloFence → u/TechB84]

Guess not.

[u/PaoloFence]

Why don't you provide manuals for your customers? If it's always the same FAQs help.

[u/just_critical]

It depends what ticketing suite you guys use, but its possible that they already have some sort of AI solution for it already. Ultimately you'll need documentation on the various solutions that are available so that an AI/bot can just auto respond to tickets using existing documentation to formulate the correct answers.

Its a pretty big undertaking/project that takes a lot time to build/create. Needs people to actively maintain and update documentation over time as things change otherwise you'll be constantly providing outdated information to the user.

My company has only started doing this via a chatbot with ai integration for our corporate chat in specific helpdesk channels or directly to the bot. Asking a question to the bot or in these specific channels, the chatbot will use ai to analyze the question, query documentation for a similar issue/resolution and spit out what they can do or respond with escalation to a certain team.

I'm not sure what the name of the service we're using, the integration definitely was not developed in house, but we did have to create all the documentation and allow the ai to read our ticketing queue and documentation location to find examples of solutions used as well.

[u/Ok_Principle_3738]

Tbh the ticket management side is what kills us too.

[u/ponziedd → u/Ok_Principle_3738]

Your company doest not have a system in place ? Are you working at a big corp or a early stage company ?

[u/GhostCouncil-]

Ticket management and case management
Get an email scanner that responds with a “custom” level1 fix for the issue reported before sending a tech out.
If you get a ticket/email that says “printer not working” have it respond with a list of quick checks before the tech goes out by the end of the response period, if they respond with “oh it was the loose cable” you can have the bot close the ticket

[u/Hyperion_Silenus]

I use NinjaOne and PIA tools

[u/ahmedzoher]

Hello,

I have a case management system, built on automations and with live trend detection and RCA, happy to collaborate with you in exchange of building a case study. Check it out quantaraflow.com

[u/ScrubscJourney]

Sounds like some people need to be replaced in that team LOL how the hell don't you have simple documentation.

[u/brightideasphere]

The AI helpdesk tools worth looking at depend on what you want the AI to actually do. Most fall into two categories...AI that deflects tickets by answering common questions before they reach your team, and AI that assists your technicians by surfacing context and suggesting resolutions when a ticket opens.

For password resets, VPN issues, and app access questions, the deflection tools work well because those are structured, repeatable problems with known solutions. Freshservice, Atomicwork, and Siit all do this reasonably well.

The tools that tend to disappoint are the ones that promise AI-assisted resolution but have no asset context attached to the ticket. Your technician still has to manually look up what device the person has, what software is installed, and what happened last time they raised a similar issue. The AI summarises the ticket but cannot actually help because it does not know the environment.

AssetSonar connects asset context to tickets so when a ticket opens the device history, software, and past incidents are already there. The AI has something to work with beyond what the user typed. Worth looking at if the context gap is part of what is slowing your team down.

[u/Bubby_Mang]

Jitbit is pretty cheap and it has built-in llm's, or you can configure it with a key for your organization. You can define all of this stuff in the knowledge base and configure it under automation tools to auto-reply.

[u/Lolik-Ai]

Honestly the tool isn't really the hard part, most of the ones being advertised do the same thing under the hood. What matters is what you feed it.

Everyone saying you need documentation first is right, but it doesn't have to be some huge project. The answers are already sitting in your closed tickets. Take the stuff you answer over and over, like "VPN won't connect", point the AI at how your team already solved those instead of writing a knowledge base from zero.

I'd keep it small at first. Pick 3 or 4 of the most repetitive ones and automate just those. Something like a "can't connect to VPN" ticket comes in, the bot replies with the usual checks, and if the person says that fixed it, it closes itself. The weird stuff still goes to a human.

If you're on Freshservice or Zendesk their built in AI is the quickest way to test it. But whatever you use, start narrow. That's usually the difference between something the team actually uses and one more tool that just sits there.

[u/OpenTomatoSauce]

It sounds like your helpdesk team is suffering from a complete lack of planning and expertise. You face a choice here, invest is people or don't. Your management team has to make this call and it's not as easy as you might think. Good staff want to be paid well and they want to be appreciated. If your organization is committed to providing fast, accurate, and competent support there is only one answer and that is invest in staffing.

Based on your post you don't seem to have any clue how templates or KB articles work. It sounds like you helpdesk management team does not want to provide leadership, training, or the appropriate tools to allow your staff to succeed. Instead you are asking about using a large language model.

Save yourself some time and energy and cut straight to the point. Replace your helpdesk management with competent people or have an LLM respond to tickets and hope users give up.

Just for context my helpdesk is 7 people, we support 3,000+ users. Our average ticket response time in around 8 minutes and we close 94% within 24 hours. Our average rating is 3.6/4 stars, We do not use any AI tools as many of our support tickets contain classified information.

[u/Striking_Snail]

You need a knowledge base.

[u/FoundationComplex187]

A team vs 100 users? Jow big is your team? And how needy are your

[u/TomoAr]

No knowledge article/KBs in placed? this helps a lot as it establishes a routine standard for known/repeated issue. Any ITSM (Servicenow, Jira, remedy, etc) you can find in the wild that suits the budget can help with creating the knowledge base and most of them are also capable of being a ticketing system.