IT help desk software for employee requests, from access to laptops
Ticketagent is IT help desk software for internal IT teams at companies with roughly 100 to 2,000 employees. Access requests, broken laptops, software installs and "how do I" questions arrive by email, web form or Slack, become tickets with a category, a priority and an SLA, and go to the right technician. An AI agent answers the repetitive questions from your internal knowledge base, so your team spends its time on the work that needs hands and admin rights.
What IT help desk software handles
Internal IT work is a mix of quick, repeatable requests and slow, technical ones. The quick ones (password resets, VPN setup, printer drivers, "where is the policy for") eat the day if a person answers each one. The slow ones (a failing disk, a new hire starting Monday, a vendor outage) need clear ownership and a clock. Ticketagent tracks both in one queue with one set of rules.
- Access requests: new accounts, group membership, shared drive and application access, with the requester and the approver recorded on the ticket
- Hardware: laptop failures, replacements, peripherals and loaners, with custom fields for asset tag and device model
- Software installs and licenses: requests for tools, renewals and removals
- How-to and policy questions answered from internal articles
- Incidents such as an outage of email or VPN, merged into one ticket when many people report the same thing
Categories, priorities and SLAs per request type
Every ticket gets a category and a priority, either from your routing rules or from AI classification that reads the request and fills category, priority, sentiment and language. On Team and Business you set unlimited SLA policies, so an access request for a new hire and a question about the expense policy do not share the same target. Ticketagent counts only business hours and holidays you define, warns the assignee before a target is breached, and escalates to the IT lead when it is.
Internal knowledge base for employees and technicians
Internal articles hold the answers employees need and the runbooks technicians follow. The AI agent drafts replies grounded in those articles and shows the technician which article it used. When a ticket is resolved in a new way, Ticketagent suggests turning the answer into an article, so the knowledge base grows from real tickets. Our guide how to build a knowledge base covers the first twenty articles to write.
Slack intake and Jira handoff
On Team and Business, employees raise requests from Slack and technicians get notified there, while the ticket, its SLA and its history stay in Ticketagent. When a request needs engineering or infrastructure work tracked in Jira, the technician creates or links a Jira issue from the ticket, and the ticket stays on hold until that work is done.
Single sign-on and permissions on Business
Business adds SAML single sign-on for your technicians, custom roles and permissions (for example, only the security team sees access tickets for finance systems), an audit log and data retention controls. Enterprise adds SCIM provisioning and security review support.
How IT teams set up Ticketagent
Create an inbox such as [email protected] and forward it to the inbox forwarding address. Add the web form to your intranet.
Connect Slack so employees can raise requests where they already work.
Create categories: access, hardware, software, network, how-to, incident.
Add custom fields for asset tag, department, device model and approver.
Set SLA policies per request type and priority, with business hours for each IT location.
Write internal articles for the top twenty repeat questions, then turn on AI drafts and approve intents such as password reset instructions for auto-resolution.
Example IT request types and targets
These are settings an IT team might configure. The numbers are targets you choose, not results.
| Request type | Priority | First response target | Resolution target |
|---|---|---|---|
| Account locked or password reset | High | 30 business minutes | 2 business hours |
| Access to an application | Normal | 4 business hours | 2 business days |
| New hire setup | Normal | 1 business day | Before start date |
| Laptop failure | High | 1 business hour | 1 business day |
| Software install | Low | 1 business day | 3 business days |
| How-to question | Low | 4 business hours | 1 business day |
IT help desk software vs an IT mailbox or spreadsheet
An IT mailbox gives every technician the same pile and no way to tell which request is two days late. A spreadsheet tracks requests only as well as someone keeps it updated, and it cannot warn anyone before a target is missed. Ticketagent assigns each request, runs the SLA clock per request type, keeps the conversation and the Jira link on one record, and answers repeat questions with the AI agent. For more on the distinction, see help desk vs service desk.
IT help desk questions
Yes, on Team and Business employees raise requests from Slack and the ticket, SLA and history live in Ticketagent.
Yes, Team and Business include unlimited SLA policies, so each request type and priority gets its own targets.
Yes, internal articles are visible only to your team, while public help center articles are what employees or customers see.
Yes, a technician creates or links a Jira issue from the ticket and keeps the ticket on hold until the work is done.
SAML single sign-on is included in Business, and Enterprise adds SCIM provisioning.
No, customer data is not used to train shared models, and every AI action is logged.
Pricing for IT teams
Pricing is per technician seat. Starter is $29 per agent per month, Team is $59 with Slack, Jira and unlimited SLA policies, and Business is $99 with SAML single sign-on, custom roles and the audit log. Employees who raise requests do not need seats. Details on help desk software pricing.