Workspace, AI and reporting · Autessa IT Desk
Agent Workspace
Autessa IT Desk gives IT staff one Agent Workspace: an application navigator by role, a My work page, fast lists with a condition builder, global search that jumps straight to a record number, and an activity stream on every record. It is the service desk software your agents live in all day.
The problem
Agents juggle too many screens
When tickets, assets, people and knowledge live in different tools, agents lose time switching and lose context. A service desk needs one place to see what is mine, find anything, and record everything that happened.
What you get
- An application navigator with sections such as Incident, Problem, Change, Requests, Knowledge, CMDB, Assets, Software, People, Vendors, Service Level, Reports and Settings, shown by role and filterable.
- My work: open tasks assigned to you and unassigned tasks in your groups, sorted by priority, then SLA due, then age.
- Lists with sortable, resizable columns remembered per person, a spreadsheet-like grid with keyboard navigation and bulk selection.
- A condition builder: groups of conditions joined by and or or, saved in the link so a filtered list can be shared.
- Global search across tickets, people, assets, CIs, knowledge and vendors, and typing an exact number such as INC0001001 opens it.
- Human record numbers: INC, PRB, CHG, CTASK, REQ, RITM, SCTASK, KB, ASMT and CNTR.
- An activity stream on every record: internal work notes, additional comments the requester sees, field changes and files.
- Record templates that pre-fill forms for common tickets, and a Next step line that says what usually comes next.
How it works
How does agent workspace work in Autessa IT Desk?
Land on Home
Agents open Home: a greeting for their role, what they can do, a getting-started checklist, My work and their dashboard.
Pick up work
Open a task from My work and press Assign to me. The Next step line under the title says what to do.
Find anything
Search from the top bar, or open a list and build a filter with the condition builder.
Record as you go
Add work notes for IT and comments for the requester. Every field change is logged in the same stream.
Every option
Workspace pieces
| Option | What it does |
|---|---|
| Navigator | Sections open by default for your role; your open sections are remembered. |
| Lists | Column choice, widths and sort saved per person; default filters per list; an empty filter shows everything. |
| Condition builder | Is, is one of, before, between, is empty, is true and more, with @me and @today style values. |
| Global search | Tickets by number or description, people, assets, CIs, knowledge, vendors, 10 hits each. |
| Activity stream | Work notes (internal), Additional comments (visible to the requester), field history and attachments. |
| Record templates | Pre-filled forms for common records, managed by IT administrators. |
| Attachments | PDF, Word, Excel, text and email files, plus any other file kept safely with its real name and type. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT agent | Work incidents, problems, changes, requests and tasks from the workspace. |
| Assignment-group member | Open the workspace to work their own group's tasks, even without an IT role (for example HR). |
| IT administrator | Everything, plus settings, users, groups and record templates. |
| Employee | Uses the Service Portal instead and is sent there automatically. |
AI assist
How the IT Desk Assistant helps
The IT Desk Assistant opens with Ctrl or Cmd plus J from anywhere in the workspace and sees the list or record you are on, including unsaved edits and the rows you selected.
The assistant acts as you, with your role. It fills forms but never saves them, and anything risky waits for you to press Confirm.
About the IT Desk Assistant →Connected
How it connects to the rest of IT Desk
IT DESK FEATURE
IT Desk Assistant
The assistant works on the page you have open.
IT DESK FEATURE
Roles
The navigator and every action follow your role.
IT DESK FEATURE
Dashboards on Home
Your role's dashboard opens on the workspace home.
IT DESK FEATURE
Service Portal
One click from the top bar to the employee Help Center.
FAQ
Questions about agent workspace
What is the Agent Workspace?
It is where IT staff work in Autessa IT Desk: My work, lists, global search, records with an activity stream, reports and settings, all shown by role.
Can I share a filtered list?
Yes. A list's filter is part of its link, so you can send it to a teammate or save it as a report.
Can people outside IT work tickets?
Yes. Members of an assignment group, for example HR, can open the workspace and work their group's tasks without an IT role.
Do comments go to the requester?
Additional comments do; work notes are internal to IT. They look different in the stream on purpose.
100% customizable, code and all
Make Autessa IT Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours