Context
In many organizations, handling IT support relies heavily on manual emails, informal follow-ups, or scattered ticketing spreadsheets. Employees often don’t know where to log issues, how to check ticket status, or whom to contact when problems escalate — resulting in delays, repeated requests, and unnecessary IT workload. Traditional support desks can feel disconnected and lack the conversational clarity today’s workforce expects.

Solution
The ITMate Copilot Agent is a low-code, conversational IT support assistant built using Microsoft Copilot Studio, Power Automate, Outlook, and SharePoint. It empowers employees to raise new IT tickets, check ticket statuses, find answers to common IT questions, and escalate urgent requests — all through a smart, user-friendly chat interface. ITMate stores ticket data in a SharePoint list, handles escalation notifications automatically via Outlook, and uses a Word-based FAQ knowledge source to instantly resolve routine queries like VPN help or password resets. This provides an interactive, guided support experience with adaptive flows and real-time backend integration — without relying on manual emails or standalone ticketing tools.

Impact
The ITMate Agent transforms traditional IT helpdesk operations by turning repetitive tasks into a modern, conversational flow. It cuts down on email back-and-forth, improves ticket tracking, and ensures urgent issues get immediate visibility. Built entirely on Microsoft’s secure, low-code ecosystem, ITMate delivers a scalable, intelligent solution that boosts IT team efficiency, reduces support delays, and gives employees a clear, fast way to get help — all without extra tools or complex support portals.