IT Support Genie ​

IT Support Genie is an IT helpdesk assistant that helps employees and IT teams resolve common IT issues through their chat interface. It answers questions from a knowledge base, handles tasks such as password resets, access requests, and group management, and creates tickets when a request requires human assistance. Resolving routine requests automatically reduces the number of tickets that reach your IT team.

What IT Support Genie does ​

IT Support Genie supports employees and IT teams across the service lifecycle:

• Query deflection: Answers common IT questions from a knowledge base to reduce the number of tickets your team handles.
• Ticketing: Creates requests in your connected ticketing application when a query can't be deflected.
• Access provisioning: Provisions application access through your SSO provider after the configured approvals complete.
• Multi-tier approval: Routes provisioning requests through up to three configurable approval levels with a full audit trail.
• Password management: Resolves account unlocks, password resets, and MFA factor resets through your SSO provider.
• Group management: Creates groups and adds or removes users from groups through Google Workspace.

Connected systems ​

IT Support Genie connects to your identity, ticketing, and communication tools, including:

• Identity provider (SSO): Okta, Microsoft Entra ID
• Ticketing: Jira Service Desk
• Directory and group management: Google Workspace
• Knowledge sources: Confluence, Jira Service Desk
• Chat interface: Slack, Microsoft Teams, Workato GO