IT service desks are being asked to do more with the same or smaller teams. Ticket volumes are up, employee expectations for fast resolution are rising, and L1 support issues consume a disproportionate share of agent time. Password resets, software provisioning, and access requests should not require a human to resolve.
This guide from Freshworks shows how AI agents can handle common IT requests autonomously, from intake to resolution, without routing them to a service desk agent. It covers the categories of requests best suited for AI-assisted resolution, how to configure AI agents within an existing ITSM workflow, and the productivity and satisfaction gains IT organizations can expect after deployment.
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