Service Desk
Support work and delivery work live in the same place — and an AI agent does the first pass on every ticket, so your team starts from a decision instead of a blank form.
A desk that does the first pass for you
Every ticket arrives triaged, prioritized and summarized — and the ones your knowledge base already answers can close without a person.
AI-triaged tickets
An AI agent classifies each ticket, sets a priority, drafts a first reply and suggests the next step. Then the part a generic help desk can't do: promote it into a project or a change request.
Knowledge base & auto-resolve
Write your routine answers once. The triage agent reads your published articles and resolves matching tickets with a cited answer — common questions close themselves, the rest arrive already summarized.
Email to ticket
Give your desk an email address. Anything forwarded to it lands as a triaged ticket — so the people who email instead of logging in still reach the same queue.
Monitoring alerts become tickets
Your monitoring tools watch the hardware; yourKEYtoIT turns their alerts into tracked work. Point any tool that can send a webhook at your desk and each alert arrives triaged, severity mapped to priority.
A closer look
The ticket that becomes a project
Most help desks end at “resolved.” But some tickets aren't a quick fix — they're the start of a rollout, a migration or a change window. In a separate tool, that hand-off is a copy-and-paste and the history is lost.
Here, an agent can promote a ticket into a project or a change request in one step, and the original request stays attached. The reason the work started travels with the work.
There is a ceiling on it
The triage agent runs under a daily request limit per organization, enforced in the database rather than in the interface. Every call is metered — the feature, the model and the tokens are recorded — so the usage behind your bill is auditable rather than a mystery.
Reach the limit and nothing breaks: triage falls back to deterministic keyword rules and the desk keeps working until the counter resets. Tell us if the queue needs a higher ceiling and we will raise it.
See a ticket triaged, answered and promoted to a project in one walkthrough