Home · Agentic solutions · The IT helpdesk agent — level one, 24/7
Case study · Employee self-service · IT & qualityHalf your tickets do not need an engineer
The IT helpdesk agent — level one, 24/7
Passwords, access, VPN, folder permissions. The agent classifies the ticket, a robot executes — including in systems with no API, via UI Agent. Engineers get only what truly needs an engineer.
Executive summary
A 12-person helpdesk handles 3,200 tickets a month; over half are routine.
The agent recognises the case and triggers a robot; UI Agent covers systems without APIs.
Resolution in minutes instead of hours; engineers return to project work.
Teams, ITSM (ServiceNow/Jira), Active Directory / Entra ID; agent + robots + UI Agent.
A trading and services group, 5,000 users
The helpdesk takes 3,200 tickets a month. 55% — 1,760 cases — are level one: password resets, folder access, VPN, printers, accounts for new joiners.
Each case looks harmless: fifteen minutes of console clicking. But it is an engineer's fifteen minutes — and behind the routine, the projects that actually move the company wait in line.
The current reality
- HumanA user calls or files a ticket
- WaitingThe ticket waits in the queue — 4 hours on average
- HumanAn engineer resets, grants and configures by hand
- SystemThree systems with no API — clicking through consoles
- Error riskAccess granted “just for now” stays for years
- WaitingL2 escalations wait because routine clogs the queue
The hidden cost of the current process
A €5 ticket costs €50 once you count everyone else's time.
- 440 engineer-hours a month go to tasks you could write down as a script.
- A user without access is not working — the downtime cost lands in the business, not the IT budget.
- An access audit means weeks of piecing together trails from email and consoles.
The cost of doing nothing
Manual work is an operational tax: the automation investment is finite, the manual cost is paid again every month.
The process after automation
- AutomationThe user messages the agent on Teams
- AutomationThe agent verifies identity and classifies the case
- AutomationA robot executes: reset, access, VPN — no API needed, via UI Agent
- HumanHigh-risk access: one approval from the system owner
- AutomationThe ticket closes itself, fully documented in ITSM
What the automation handles
- Resets, standard access and routine diagnostics 24/7
- Execution in API-less systems via UI Agent
- Full documentation of every step in ITSM
When a human decides
- High-risk access and unusual exceptions
- Infrastructure and architecture changes
- Security incidents — always a human
Before
After
Value model — example assumptions
Business benefits
- Engineers return to projects — the IT backlog finally shrinks
- Users regain access in minutes, not after half a day of downtime
- Every permission granted by catalogue, fully traceable
- The helpdesk scales with the company without new hires
Board-level KPIs affected
What management gains
- A live picture of what breaks most, where and why
- SLAs measured automatically, not declaratively
- Less dependence on individual administrators
Estimate it for your organisation
An illustrative estimate based on your inputs. A model of released capacity — not a savings promise.
Systems in this scenario
Inputs
- Teams / portal zgłoszeń
- ITSM (ServiceNow / Jira SM)
- E-mail / telefon
Mientha agentic layer
- UiPath Agent Builder
- UiPath robots
- Maestro™ · Action Center
Core systems
- Active Directory / Entra ID
- ERP, CRM, systemy biznesowe
- Konsole legacy (bez API)
Human approval: Teams / Action Center
What we deliver
- Analysis of ticket statistics and highest-volume categories
- A level-one case catalogue with rules and thresholds
- An agent on Teams + robots, incl. UI Agent for API-less consoles
- Integration with ITSM and the service catalogue
- A pilot on the 2–3 heaviest categories
- Monitoring and catalogue growth every sprint
What we need to start
- A 1–2 month ticket export with categories
- A service and access catalogue — even a partial one
- A process owner on the IT side
- Technical accounts for test environments
Implementation roadmap
Discovery
We map the process, data and exceptions with process owners.
Design
Target flow, business rules, approval thresholds.
Build
Agents, robots and integrations in your environment.
Validate
Tests on real cases, exception handling.
Go-live
Controlled rollout with human oversight.
Optimise
Monitoring, reporting and continuous improvement.
Typical duration depends on systems and rules — a single process is usually weeks, not quarters.
Risk and controls
Autonomy under control
- The agent works only within the service catalogue — nothing off-list
- High-risk access always requires human approval
- Every robot step logged in ITSM — audits in minutes, not weeks
- A kill switch and instant fallback to manual handling
Why now
- Every month ~€12,300 of engineering time goes to scripted work
- Uncovered nights and weekends are real operational downtime
- UI Agent closes the gap on systems that “could not” be automated
Why this matters to:
The team works on projects, not resets; every change fully traceable.
Access granted by catalogue and thresholds — no more silent exceptions.
People stop waiting half a day for access before they can work.
Questions we usually hear
A portal takes the ticket. The agent resolves it. The difference is hours of waiting and an engineer's hands — the portal stays, it just stops being a waiting room.
The robot grants only catalogued access, within IT-set thresholds — and logs every step. A manual “just for a moment” in a console is far harder to audit.
That is what UI Agent is for: it works the interface like a person, under the same permissions and the same oversight. No API is no longer an excuse.
When this may not be the right solution
- A few hundred tickets a month with a 2-person IT team — too little routine
- No ITSM at all — process basics first
- The service catalogue changes chaotically week to week
A question for your next board meeting
How many IT projects are waiting in line because your best engineers are resetting passwords?
How many engineers are you employing to do a robot's work?
Send one month of ticket statistics — we will point out the categories the agent takes over first.
Send us one month of ticket statistics