Diagnosis before assignment
Tickets arrive pre-diagnosed: the agent reads the logs and screenshots, names the likely cause, and either fixes it from the runbook or routes it labeled to the right queue.
AI for IT Service Desk teams
Tickets resolved safely — remediations from the approved list only.
The IT Service Desk pack diagnoses from logs and screenshots, runs remediations from your approved runbook, and provisions access through approval — deflecting the routine while change control stays intact.
Connects to ServiceNow · Jira Service Management · Okta — plus anything with an API
Control Tower
Fraud TriageExecuted
Payout ApproverHold
Return ReviewerExecuted
KYC ScreenerBlocked
trust-ledger ▸ 1,284,902 actions recorded today
Day one
What it service desk teams see when they log in.
Not a blank canvas — a working role with default goals, allowed tools, and the guardrails already on.
Remediations with rails
Only actions on your approved remediation list can run — password resets, cache clears, service restarts — each one logged as a typed, reversible action.
Access requests through the gate
Provisioning requests assemble the context and route to the approver; the grant executes only after sign-off, with the whole trail sealed.
Skills invoked · governed by policy & licensing
itsm.triage_incidentknowledge.searchcompliance.check_policycomms.draft_response
Systems
ServiceNowJira Service ManagementOkta
In the pack
The IT Service Desk Agent ships ready to work.
Triages supplied incident context, searches approved guidance, and drafts a response; it does not run remediation or provision access. Installed from the library, wired to your systems, and run through the same 8-gate chain as everything on Cortex.
- Triage supplied incident context
- Search approved support guidance
- Check a proposed action against policy
- Draft a response or escalation note
Governed for this role
Deflection without losing change control.
Everything the agent can do to a system is enumerated, risk-tiered, and gated — the runbook is the boundary, and the ledger is the change record.
- Remediations limited to the approved runbook — nothing improvised
- Access grants always pend for the named approver
- Privileged credentials never enter the model context
- Every action sealed — the change record writes itself
audit/verify
ok: true
verifyChain ▸ chained SHA-256 · signed receipts
FAQ
What it service desk leaders ask.
Can the agent run arbitrary commands to fix issues?
No. It runs only the remediations you've approved into its runbook, each as a typed action with rollback where applicable. Anything outside the list becomes a routed ticket, not an improvisation.
How does access provisioning stay compliant?
Requests are assembled by the agent but granted by your approver — the action pends until sign-off, and the ledger records requester, approver, scope, and timing for the audit.
Does it integrate with our ITSM stack?
ServiceNow and Jira Service Management drivers ship in the catalog, plus Okta for identity context; the generic REST driver covers in-house tooling.
Keep exploring
Where to go next.
Agent Library
Every IT Service Desk agent and skill, filterable across the 21,500+ item catalog.
All roles
Ten more enterprise role packs — from Service to Field Operations.
Agent Studio
Extend the pack or build your own role — no code, full governance.
Pricing
Individual, Team, and Business — governance included on every plan.
Put a governed IT Service Desk to work this week.
Start a free trial, install the pack, and connect your systems — or bring us one workflow and we'll demo it end to end.