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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

1

Open the ticket

Go to Tickets and open the ticket you want Primo AI to answer.
2

Assign the agent

In the ticket panel, click AI agent (Assign an AI agent when empty) and select Primo.
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

Availability: the automatic mode is rolling out to accounts. If you don’t see IT support agent in your ticket settings, it isn’t enabled for your organization yet — contact your Primo representative.
1

Open ticket settings

Go to Tickets > Settings and scroll to Ticket defaults.
2

Enable the agent

Turn on IT support agent.
3

Save

Click Confirm.
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, granting temporary admin rights on a device, and changes to your ticket tag catalog.
Primo AI answers the employee where the ticket came from. A public comment on a ticket raised from Slack or Teams goes back to its thread; on a ticket raised by email, it goes back to the email thread. Internal comments stay in the cockpit.

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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. Temporary admin rights are the exception: an IT admin approves them, not the manager. See Who approves temporary admin rights. 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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Grant temporary admin rights

An employee sometimes needs to be an administrator of their own device for a short time: to install a printer driver, a VPN client, or a tool their work requires. Primo AI grants these rights on macOS and Windows devices for a set number of hours, and removes them at the end. The device removes the rights by itself at the deadline, even if it is offline at that time.
1

The employee asks in a ticket

The employee names the device, how many hours they need, from 1 to 24, and why. When the duration or the reason is missing, Primo AI asks for both in one reply.
2

Primo AI checks the device

Primo AI confirms the device belongs to the employee, or to someone they manage, and identifies the account they sign in with. When the device is offline, it asks the employee to turn it on and connect it, then waits for their reply.
3

An IT admin approves

Primo AI posts one comment naming the employee, the device, the account, the duration, and the reason, and @mentions the approver.
4

Primo AI grants the rights

Primo AI tells the employee they are an administrator until a set time. On a Mac, the rights apply within a minute while the device is online. On Windows, the employee enters their own username and password when Windows asks for an administrator, or signs out and back in once.
5

Primo AI removes the rights at the end

Once the deadline has passed, Primo AI checks that the rights have ended, tells the employee in the ticket, then closes it. On Windows, an app already open as administrator keeps its rights until it is closed or the employee signs out.
The ticket stays In progress until Primo AI confirms the rights have ended.

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Who approves temporary admin rights

Admin rights are a decision about the security of a device, so an IT admin approves them, not the employee’s manager.
  • Primo AI asks the ticket’s assignee. When the ticket has no assignee, or the assignee is the person who would get the rights, it asks the administrators with the Admin role.
  • The assignee or any administrator with the Admin role can answer. One approval is enough. A refusal ends the request, and Primo AI tells the employee.
  • Nobody approves their own admin rights. An administrator asking for their own device waits for another administrator to approve.
  • An approval for fewer hours grants those hours.
  • Primo AI asks once and does not send reminders.

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End the rights early

When the employee says in the ticket that they are done, Primo AI removes the rights right away, without asking for approval, and confirms in the ticket.

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When automatic demotion is on

An Admin management control with Automatically demote non-compliant admin accounts turned on removes extra administrators each time the device syncs with Primo, temporary rights included. Primo AI still grants the rights, and tells the approver and the employee that they may end before the hours approved. A new request ends the same way while the control applies to the device.

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Limits

  • Primo AI grants rights only to the account the employee signs in with. It never changes a built-in account or an account your team keeps for IT.
  • A grant lasts 24 hours at most. For a longer need, Primo AI offers 24 hours and leaves a permanent administrator account to your team.
  • A grant can’t be extended. The employee asks again once it has ended.
  • When the account is already an administrator, Primo AI says so and changes nothing.
  • When the account is the only administrator left on the device, Primo AI doesn’t remove its rights and leaves a task for your team. It does the same when the rights can’t be removed.

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Grant temporary admin rights from the chat

An administrator can also ask Primo AI in the chat, for example: “Make jdoe an administrator of MAC-A1B2C3 for 2 hours.”
  • The administrator who asks decides. Primo AI shows the action: click Accept to run it or Cancel to stop. Nobody else is asked, and no ticket is opened.
  • Primo AI checks the device and the account as it does for a ticket, and warns you before granting when automatic demotion applies to the device. When the device is offline, it tells you the rights would apply once the device is back online, counted from then, and waits for your go-ahead.
  • The device removes the rights by itself at the deadline. Primo AI doesn’t send a message when they end.
  • To end them early, ask Primo AI to take the rights back. It removes only rights it granted for a set time, never the rights of an account that was already an administrator. To remove those, open the device’s Users tab and click Demote on the account.

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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.