Workspace, AI and reporting · Autessa IT Desk
IT Desk Assistant (AI)
Autessa IT Desk includes the IT Desk Assistant, an AI assistant for the IT service desk that sees the page you are on. It summarizes tickets, suggests next steps, fills forms, filters lists, answers from your knowledge base with citations and acts as you, and anything risky waits for you to press Confirm.
The problem
AI that guesses, or AI that can do anything, are both wrong for IT
A chatbot that cannot see your ticket gives generic advice. An AI that can change records without checks is a risk. IT needs an assistant that knows the screen, works inside the same permissions as the person using it, and never commits a risky change on its own.
What you get
- Two assistants: the Workspace Assistant for IT staff and the Portal Assistant for employees.
- Sees the screen: the route, the open record including unsaved edits, the list filter and the rows you selected.
- Moves the page: opens records, navigates, and applies filters to lists.
- Fills the open form after checking names, choices and dates, and never saves it: you press Save.
- Answers from knowledge with citations to articles and records.
- Acts as you, with your role. Risky changes such as closing or deleting show a confirm card built from the stored preview, and every permission is checked again when you confirm.
- Reads files you drop or paste for that turn, and can attach them to the open record.
- Entries the assistant made are marked "via Assistant" in the activity stream.
How it works
How does it desk assistant (ai) work in Autessa IT Desk?
Open it
Press Ctrl or Cmd plus J, or use the launcher at the foot of the navigator or in the portal header. It docks on the right; on a phone it opens full screen.
Ask
Start from a suggestion for the page, like "Summarize this incident and what was tried" or "Is this change ready for CAB?", or type your own.
Let it work
It answers, opens records, applies filters or fills the form in front of you.
Confirm what matters
For anything risky it shows a confirm card. Confirm runs it with your permissions; Cancel discards it.
Every option
What the assistant can do
| Option | What it does |
|---|---|
| Navigate / Open record | In-app routes and records only. |
| Apply filter | Sets a list's conditions and search. |
| Fill form | Patches the open form; never saves. |
| Refresh | Re-reads the open record or list after a change. |
| Read attachment | Downloads a record's file as you and reads it. |
| Pending confirmations | One confirm card per risky action. |
| Citations | Knowledge articles and records the answer is based on. |
| Conversation | One conversation per browser session, with the screen context sent on every turn. |
Permissions
Who can do what?
| Role | Can |
|---|---|
| IT agent | Use the Workspace Assistant on any page they can open, with their own permissions. |
| IT administrator | Use the Workspace Assistant with administrator permissions. |
| Employee | Use the Portal Assistant to get help, check request status, order items and find approvals. |
AI assist
How the IT Desk Assistant helps
This is the AI feature. It is grounded in the open page and your knowledge base, and it can only do what your role can do.
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
Agent Workspace
The assistant reads and works on whatever list or record you have open.
IT DESK FEATURE
Knowledge search
Answers come from your published articles, with citations.
IT DESK FEATURE
Help Center
Employees ask the Portal Assistant to report issues, order or check status.
AUTESSA PRODUCT
Autessa Autobots
The same AI foundation behind Autessa's personal assistants.
FAQ
Questions about it desk assistant (ai)
Does Autessa IT Desk have AI?
Yes. The IT Desk Assistant sees the page you are on and can summarize, suggest next steps, fill forms, filter lists, answer from knowledge and act for you with your permissions.
Can the AI change records on its own?
Not risky ones. It never saves a form for you, and changes such as closing or deleting wait on a confirm card that you press. Every permission is checked again on confirm.
Can employees use it?
Yes. Employees get the Portal Assistant in the Help Center for things like "My laptop will not connect to the VPN" or "Do I have anything to approve?".
Can I see what the assistant did?
Yes. Entries it made on a record carry a "via Assistant" badge in the activity stream.
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