> ## Documentation Index > Fetch the complete documentation index at: https://docs.getprimo.com/llms.txt > Use this file to discover all available pages before exploring further. # Primo AI for IT support > Let Primo AI work the tickets your employees raise — it answers from your data, acts on the ticket, asks the right person before changing anything else, and hands the rest to your team with a task. 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. **Availability:** the IT support agent 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. ## Turn on the IT support agent Go to **Tickets → Settings** and scroll to **Ticket defaults**. Turn on **IT support agent**. Click **Confirm**. Turning the agent off stops it on new tickets **and** removes it from the tickets already open. Your team takes over from there. ## Which tickets Primo AI works Primo AI works the tickets an employee raises: | Raised from | See | | --------------------------------------- | -------------------------------------- | | An email to your inbound ticket address | **Tickets → Settings → Inbound email** | | The employee space | — | | Slack | [Slack for ticketing](/tickets/slack) | 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. The setting applies to tickets created after you turn it on. Tickets that already existed keep the AI agent they had. ## What Primo AI handles Primo AI works requests of these kinds: | Request | What Primo AI does | | ----------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | **Equipment or accessory** | Looks in your stock first, then in the catalogue under your published purchasing and equipment policies. Proposes one item. | | **Hardware renewal** | States the age and specification of the employee's current device, then proposes a replacement their equipment policy entitles them to. | | **Order and delivery status** | Names the order, its status, and its tracking link. | | **Device compliance** | Explains why the employee's own device is flagged — OS version, encryption, offline, enrollment — and what to do about it. | | **Hardware failure** | Identifies the device and its purchase date, and prepares a repair task your team only has to submit. | | **Access to a SaaS application** | Applies the application's rule to decide what the employee gets, and what the seat costs. | | **Whether the company uses a SaaS application** | Says whether the company holds it, and whether the employee has an account on it. | | **Email password reset** | Resets the password at your email provider and sends it to the personal email address on the employee record — never into the ticket. | 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. ## 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. Primo AI answers the employee where the ticket came from. A public comment on a ticket raised from Slack goes back to the Slack thread; on a ticket raised by email, it goes back to the email thread. Internal comments stay in the cockpit. ## 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. | Who Primo AI asks | When | | -------------------------------------------------- | -------------------------------------------------------- | | The **manager** of the person the request is about | By default | | The ticket's **assignee** | When that person has no manager on their employee record | 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. ## 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**. ## Ticket status | Status | When | | --------------- | --------------------------------------------------------------------------------------------------------- | | **In progress** | As soon as Primo AI answers or acts on the ticket | | **Done** | Once nothing is left waiting on a person — no open task, no pending approval, no question to the employee | ## 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. ## Related Create tickets from Slack and keep them in sync with their thread. Chat with the in-app assistant across the cockpit.