# AI Service Desk Agent

An AI-powered service desk agent that resolves employee requests instantly inside Slack, Teams, email, and the web portal - understanding intent, taking action, and closing requests without human intervention.

## AI Service Desk Agent

An AI-powered [service desk agent](https://docs.harmony.io/ai-agents/getting-started/service-desk-agent) that resolves employee requests instantly, right inside the communication tools your teams already use. It understands intent, takes action, and closes requests without human intervention.

## How AI Service Desk Agent helps your teams

Employee support for every service type: answer questions, check policies, retrieve knowledge and company context, and resolve issues in the flow of work (reset passwords, provision access, and more)

No-touch service management: automatically classify and route each request to the right team, then resolve it

Multilingual, 24/7 support: across global teams without scaling headcount

Intelligent escalation: hand off to a human agent with full context when needed

## Built to resolve more requests with less effort

- **50-75%**: Resolves 50-75% of requests autonomously: showing value within 48 hours

- **5x**: Reduces resolution time by 5x: from days and hours to minutes and seconds

- **$**: Reduces ticket resolution costs: from dozens of dollars per ticket to just a few

### Work Anywhere

Transforms the employee experience: meeting people where they already work (Slack, Teams, Zoom, email, and web portal)

### Always Learning

Learns autonomously from every interaction: continuously improving accuracy and coverage from past requests and knowledge

## Powerful capabilities built for enterprise IT

- Natural language understanding: across IT, HR, finance, legal, and facilities requests
- Deep integration: with your [identity provider](https://docs.harmony.io/integrations/identity-provider/active-directory), [HRIS](https://docs.harmony.io/integrations/hris/syncing-employee-data-from-your-hris), and enterprise systems to take real action, not just answer questions
- Contextual awareness: knows who's asking, what they have access to, and what they've asked before
- Configurable approval [workflows](https://docs.harmony.io/workflows-and-automation/building-and-managing-workflows) and escalation policies
- Real-time [analytics](https://docs.harmony.io/dashboard-and-analytics/analyzing-service-desk-metrics): on resolution rates, deflection, and employee satisfaction

## Explore some of our pre-built agents that work with the AI Service Desk Agent:

- [Password Reset Request](/agents/password-reset-request)

- [Unlock User Account](/agents/unlock-user-account)

- [IdP MFA Reset](/agents/idp-mfa-reset)

- [Application Access Request](/agents/application-access-request)

- [Group Membership Management](/agents/group-membership-management)

- [Device Recovery](/agents/device-recovery)

- [Slack & Teams Operations](/agents/slack-teams-operations)

## FAQ

### What is Harmony's AI-Native ITSM?

Harmony's AI-Native ITSM is built AI-first, not a traditional ticketing system with AI added on top. Every ticket is automatically classified, routed, enriched, and resolved or escalated by AI before a human ever touches it, while agents work in a clean, context-rich interface.

### How does Harmony classify and route tickets automatically?

Harmony's AI classifies every incoming ticket by type (Incident, Request, Task, Change, or Question), assigns it to the correct desk, suggests a priority, identifies the reporter, and auto-tags it for search. Classification reruns automatically whenever the ticket is updated.

### What channels can employees use to submit tickets in Harmony?

Harmony unifies ticket intake from Slack, Microsoft Teams, email with auto-threading, a white-labeled self-service portal, the agent UI, and automatic ITSM import from Freshservice with AI pre-classification, all routed into a single queue.

### Does Harmony ITSM integrate with ServiceNow and Jira?

Yes. Harmony syncs tickets outbound to ServiceNow and Jira/JSM, keeping linked external records updated, and supports ticket events and webhooks for further custom integrations.

### How does Harmony handle approval workflows?

Harmony's ITSM supports structured approval chains with configurable strategies (require all, require any one, or escalate if the first approver doesn't respond), role-based approvers, configurable reminders and timeouts, and a full audit trail of every approval decision.

### What are the main benefits of Harmony's AI-Native ITSM?

Harmony's AI-Native ITSM cuts the manual work of triage by classifying, routing, and tagging every ticket automatically, and keeps triage accurate by re-running classification whenever a ticket is updated. Structured approval chains with reminders and escalation reduce bottlenecks, and outbound sync to ServiceNow and Jira means IT keeps a single source of truth without duplicate data entry.