AI agents for IT helpdesk automation that

resolve tickets before your team touches them.

A traditional IT chatbot answers questions and directs employees to the self-service portal. An AI agent for IT helpdesk automation resolves the request. When an employee says their account is locked, the AI agent authenticates the request and unlocks the account in Azure AD no ticket created, no engineer involved. Workativ AI agents execute actions in connected IT systems and confirm outcomes in Slack or Teams.

Workativ automates L0 and L1 IT requests including password resets and account unlocks in Azure AD or Okta, software and license access requests, VPN provisioning, IT policy questions from Confluence or SharePoint, hardware requests, ticket status updates in ServiceNow or Jira, and new hire IT provisioning. For L2 and above, Workativ routes to the correct IT team with full conversation context and priority pre-filled in your ITSM.

NMDC automated 78% of 6,000 monthly IT tickets using Workativ, removing over $37,000 per month in L1 handling costs and recapturing 390 engineer-hours per month. The industry average for AI-assisted IT ticket deflection in year one is 25 to 45%. Workativ customers exceed this because the AI agent executes real actions in connected systems rather than redirecting employees to documentation.

No. Workativ sits in front of your ITSM, not instead of it. ServiceNow, Jira Service Management, and Freshservice remain your systems of record. Workativ intercepts employee IT requests in Slack or Teams, resolves what it can autonomously, and routes the rest to your ITSM with full context pre-filled. Your existing workflows, SLAs, and approval chains continue unchanged.

Workativ connects to ServiceNow via API. L0 and L1 requests are resolved without creating a ticket. When an L2 or above request cannot be auto-resolved, Workativ creates a ServiceNow incident with full conversation context, correct category, priority, and assignment group pre-filled. Engineers receive a classified, pre-described ticket rather than an empty form. All ServiceNow updates sync back to the employee in their original Slack or Teams thread.

Workativ deploys in 5 to 7 days for a typical mid-market IT team using pre-built connectors for Azure AD, Okta, ServiceNow, Jira Service Management, and Freshservice. No developer resources, no IT build project, and no implementation consultant required.

Following ServiceNow's acquisition of Moveworks, IT teams running Jira Service Management, Freshservice, or any non-ServiceNow ITSM face uncertainty about integration roadmap and pricing. Workativ uses session and execution-based pricing with no per-user fees, deploys in 5 to 7 days rather than 6 months, and integrates equally with Jira Service Management, Freshservice, and ServiceNow no vendor lock-in.

When a request exceeds L1 scope complex hardware issues, security incidents, network outages Workativ classifies it as L2+ and routes it to your ITSM automatically. A ticket is created in ServiceNow, Jira Service Management, or Freshservice with the full Slack or Teams conversation context attached, the correct incident category and priority assigned, and the right assignment group pre-filled based on your routing rules. Engineers receive a ticket that is already classified and described not a blank form to reconstruct from a one-line summary. The employee is notified in their original Slack or Teams thread with the ticket reference and expected response time.

The Workativ shared live inbox aggregates all IT requests that have been escalated to a human from Slack, Microsoft Teams, email, and web into a single view. Each item shows the full conversation history, the AI agent's classification and priority, the source channel, and the employee's details. Engineers can respond directly from the inbox, reassign to another team member, escalate to a different tier, or close the request without switching to the ITSM portal. All actions sync back to ServiceNow, Jira, or Freshservice and update the employee in their original channel automatically.