Resolve 60% of IT tickets without a human agent.
L1 support requests, knowledge base maintenance, asset monitoring, incident reporting — theywork365 IT agents work autonomously inside your Microsoft 365 service desk environment.
-
60%
Tickets resolved autonomously
-
< 2 min
Average first response time
-
24/7
Support coverage
IT support teams are overwhelmed with repetitive L1 requests — password resets, software access, device issues — that consume time better spent on infrastructure, security, and strategic projects. theywork365 IT agents deflect the volume, keep the knowledge base fresh, and surface emerging issues before they become incidents, all within your existing M365 and ITSM environment.
What IT agents can do for you.
Each agent is built specifically for your processes and data. Pricing is per action — you pay only for the value delivered.
-
Handles first-level IT requests autonomously: password resets, MFA setup, software access requests, VPN troubleshooting, and device configuration questions — resolving them without human intervention.
Before
L1 agents spend 70% of their time on the same 20 types of requests. Average resolution time is 4–8 hours due to queue depth. User satisfaction is low.
After
Common requests are resolved in under 2 minutes. L1 agents focus on complex issues. User satisfaction scores improve significantly.
How the agent works — step by step
- 1
User submits request via Teams, email, or service portal
- 2
Agent classifies the request type and checks knowledge base
- 3
Attempts autonomous resolution using approved playbooks
- 4
Executes actions: password reset, license assignment, access grant
- 5
Confirms resolution to the user and closes the ticket
- 6
Escalates to human agent if resolution confidence is below threshold
- 1
-
Monitors the service desk for recurring issues that lack knowledge base coverage. Automatically drafts new KB articles and sends them to the IT team for review and publishing.
Before
KB articles are created reactively, months after an issue becomes frequent. Most institutional knowledge lives in agents' heads, not in the system.
After
New issues get documented within days. The KB grows continuously. New agents onboard faster because the knowledge is already written.
How the agent works — step by step
- 1
Agent analyzes ticket history for unresolved or recurring patterns
- 2
Identifies issues with no existing KB article or outdated coverage
- 3
Drafts a structured KB article: symptoms, cause, resolution steps
- 4
Posts draft to IT team channel in Teams for review
- 5
Publishes approved articles to the knowledge base
- 6
Tracks deflection rate: how many tickets the new article prevents
- 1
-
Monitors ticket volume and content in real time. Detects emerging issue patterns — a spike in VPN failures, a wave of printer issues after a Windows update — and alerts the IT team before it becomes a crisis.
Before
IT managers notice spikes only when the queue is already overflowing. Root cause analysis happens after the damage is done.
After
The team is alerted within minutes of an emerging pattern. Proactive communication goes out to affected users before they even open a ticket.
How the agent works — step by step
- 1
Agent monitors incoming tickets and classifies by category and keyword
- 2
Detects volume spikes or new issue types in real time
- 3
Correlates with recent changes: deployments, updates, infrastructure events
- 4
Sends alert to IT manager channel with pattern summary and volume data
- 5
Suggests a proactive user communication template
- 6
Tracks whether the issue resolves or escalates over the next 24 hours
- 1
-
Tracks software licenses, device health, warranty expiry, and subscription renewals. Sends proactive alerts to IT before assets go out of compliance or renewals are missed.
Before
License renewals are missed because they're tracked in spreadsheets. Devices go out of warranty unnoticed. Compliance audits reveal gaps that could have been prevented.
After
Every asset has a tracked lifecycle. Renewals are flagged 60 and 30 days in advance. Compliance audits become straightforward.
How the agent works — step by step
- 1
Agent connects to asset management system and M365 license data
- 2
Runs daily check on license counts, device status, and expiry dates
- 3
Flags assets approaching end-of-life, warranty expiry, or over-allocation
- 4
Sends daily digest to IT team with items requiring attention
- 5
Generates monthly asset health report for IT leadership
- 6
Raises urgent alert for critical compliance gaps
- 1
-
After each major incident, automatically generates a structured post-mortem report: timeline, root cause, impact, resolution steps, and preventive actions — ready for the IT team to review and sign off.
Before
Post-mortems are written days after the incident, from memory, and are often skipped under time pressure. Lessons are never captured and incidents repeat.
After
Every incident has a structured post-mortem ready within hours. Preventive actions are tracked. The same incident doesn't happen twice.
How the agent works — step by step
- 1
Incident closure in ITSM triggers the agent
- 2
Agent reads incident record: timeline, actions taken, parties involved
- 3
Correlates with monitoring logs and ticket history
- 4
Generates structured post-mortem: timeline, root cause, impact, fix
- 5
Proposes 3–5 preventive actions with suggested owners
- 6
Posts report to IT team channel and creates follow-up tasks
- 1
-
Receives new hire information from HR and automatically creates all required accounts — Microsoft 365, SAP, and any other system the employee needs — following a defined provisioning workflow with mandatory IT operator approval before credentials are delivered.
Before
Account provisioning is a manual, multi-step process handled by IT after receiving an email from HR. Accounts are created in different systems at different times, creating delays on the employee's first day. Steps are missed, passwords are shared insecurely, and there is no audit trail.
After
All accounts are created automatically as soon as HR confirms the new hire. Every step follows the approved provisioning sequence. An IT operator reviews and approves before credentials are sent. The new employee has everything they need, ready on day one.
How the agent works — step by step
- 1
HR confirms the new hire in the HRIS — role, department, start date, and required systems trigger the agent
- 2
Agent generates the provisioning plan: list of accounts required based on role and department
- 3
Creates the Microsoft 365 account: mailbox, Teams license, SharePoint access groups
- 4
Creates the SAP account with the correct role profile and access permissions for the employee's function
- 5
Provisions all additional system accounts defined by the role template (ERP, ITSM, VPN, shared drives)
- 6
Sends a provisioning summary to the IT operator for review and approval before any credentials are released
- 7
Upon IT operator approval, delivers credentials securely to the new hire and notifies HR and the line manager
- 1
Explore other areas
Ready to deploy your first IT agent?
Talk to an expert. We'll scope the right agent for your processes in one call — no commitment required.