Primo AI for IT support

Turn on the IT support agent and Primo AI picks up every ticket an employee raises, before anyone on your team does. 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.

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Turn on the IT support agent

Turning the agent off stops it on new tickets and removes it from the tickets already open. Your team takes over from there.

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Which tickets Primo AI works

Primo AI works the tickets an employee raises: Each of these tickets gets the IT Support tag and Primo AI as its AI agent the moment it’s created. Tickets your team creates in the cockpit, onboarding and offboarding tickets, and tickets opened by a compliance alert are not handed to the agent.

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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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