Coworkers Management and support
Internal Help Desk
The Internal Help Desk answers policy and IT questions, opens tickets, guides access requests and keeps the equipment inventory.
- Team
- Management and support
- Channels
- WhatsApp, Microsoft Teams, Slack, Email
- Approval
- Access changes: IT approves.
- I can’t get into my email from my new phone.
- Hi, Karina. I’m the help desk assistant. Try signing out and signing back in with your company password. Do you see any error message?
- It says my account needs to verify the device.
- That is an access change and IT approves it. I opened ticket 1184 with your username and the phone model, and Ernesto from IT will review it. I’ll message you as soon as it is approved.
01 · What it does
The work it takes off your desk.
- Answers questions about internal policies on WhatsApp, Teams or Slack, such as per diems, equipment use or holidays.
- Guides the steps for common IT questions: email, VPN, printers and forgotten passwords.
- Opens a ticket with the full detail when it can’t solve something and assigns it to the right team.
- Prepares access requests, for new hires and for leavers, for IT to approve.
- Keeps the equipment inventory: who has which laptop, phone or license.
02 · How it works
Step by step.
- 01
Answers
Solves policy and IT questions from your company’s documentation.
- 02
Opens tickets
If it can’t solve it, it opens the ticket with the full detail and assigns it to the right team.
- 03
Prepares access
Builds the access request for a new hire or a leaver and IT approves it before any change.
03 · Approvals
What goes out alone and what goes through a person.
It starts supervised: every IT answer and every access change goes through IT first. With evidence, it moves to by exception: policy answers and common questions go out on their own, and access changes are still approved by IT. It never grants or removes access on its own: a person in IT does.
The four modes04 · Connects to
The tools you already use.
- Microsoft TeamsComing soon
- SlackComing soon
- Google Workspace
- Spreadsheets
05 · Hours given back
What it is worth, in hours and dollars.
Example: with 480 questions a month at 5 minutes each, and assuming 3 out of 4 are solved without a person (360 questions), it gives back 30 hours a month (360 × 5 = 1,800 minutes). At your team’s loaded cost, your dashboard shows it in US$.
06 · Questions
About this coworker.
Can it give someone access to a system?
No. It prepares the request and IT approves it. It never grants or removes access on its own.
What happens with a question it can’t answer?
It opens a ticket with the detail and assigns it to the right team, instead of making up an answer.
Does it answer from my policies or from generic information?
From the policy documents you load. If the answer isn’t in them, it says so and opens a ticket.
07 · Management and support
Works well with
Let's start with one task.
Tell us what your back office keeps chasing today. If it fits, we try it first in your company, on your number and under your rules.