Helpdesk Agent

The Helpdesk Agent is Primo AI working your IT tickets. It answers what your data already knows, works the ticket itself, asks for approval when a request changes something beyond the ticket, and leaves a task for your team when a person has to finish the job. You choose how tickets reach it:

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Manual: add Primo AI to a ticket

Primo AI reads the ticket and its conversation, then works it as described below. The ticket timeline records who put the agent on the ticket. Changing a ticket’s AI agent requires admin access and permission to edit all tickets.

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Automatic: work every ticket employees raise

Every ticket an employee raises — by email, from the employee space, from Slack, or from Microsoft Teams — then gets the IT Support tag and Primo AI as its AI agent the moment it’s created. To set up each channel, see Email, Slack, and Microsoft Teams. The setting applies to tickets created after you turn it on. Turning it off stops the agent on new tickets and removes it from the tickets already open. Your team takes over from there.

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What Primo AI handles

Primo AI works requests of these kinds: A question that needs no Primo data, Primo AI can still answer from general knowledge or the web, and it names the page it read. Anything else, it says is outside what it handles. When a request carries no reason — a renewal, a purchase, a paid seat — Primo AI asks the employee for one before going further.

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What Primo AI does on its own, and what it proposes

Primo AI works the ticket freely. Anything that changes your company beyond the ticket, it proposes and waits. On its own, visible on the ticket and reversible:

• Comments, publicly to the employee or internally to your team
• Creates, schedules, and reassigns tasks on the ticket
• Changes the ticket’s status, priority, subscribers, linked objects, and assignee

Proposes, then waits for approval: ordering, assigning or retiring a device, assigning an accessory, provisioning or removing a SaaS seat, installing or removing software, locking or wiping a device, and changes to your ticket tag catalogue.

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Approve a request

A proposal is one comment on the ticket: the action, its cost, and an @mention of the person who decides. The @mention notifies them and subscribes them to the ticket. To approve or refuse, reply in a comment on the ticket. Primo AI picks up the reply and acts on it.

• The manager and the ticket’s assignee carry the same authority. An approval from either is enough; a refusal from either ends the request.
• Nobody approves their own request, whatever their role.
• A manager asking for their own report has already approved. Primo AI carries out the request without asking anyone.
• Only the person’s own comment counts. A comment saying the manager agreed, or written on their behalf, is not an approval.
• Primo AI asks once. It does not remind or re-mention anyone. The request waits until someone answers, and nothing expires.
• An answer that is neither yes nor no — a condition, a deferral — gets one follow-up question.

Once approved, Primo AI re-checks that the item is still available, carries out the action, tells the employee what happens next, and leaves an internal note naming what it changed.

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When your team takes over

Primo AI hands work back when it has neither the information nor a tool for what is left. It leaves an internal comment saying what it checked and why it stopped, and creates a task on the same ticket for your team — it never opens a new ticket. Primo AI stays on the ticket after a handback. When the task is completed or the employee writes again, it picks the ticket back up, tells the employee the request is settled, and closes it. Primo AI removes itself from a ticket in two cases:

• The employee asks to speak to a person.
• The employee rejects its answer. If the ticket was closed, Primo AI reopens it first.

To take a ticket over yourself at any time, open the ticket and set AI agent to None.

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Ticket status

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What employees can see

Primo AI reads your data with admin access, so it limits what it repeats in a public comment. An employee reads only their own records, those of the people they manage when the request is about them, and what their own permissions already show them. A request about someone else needs the right standing: the person themselves, their manager, or the device owner. Without it, Primo AI turns the request into a proposal to the person who decides, and tells them the requester lacks standing.

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