AI IT support agent

Edrin by Agentiqal

Less time blocked. IT help with a clear next step.

The AI IT support agent clarifies the issue, checks instructions and known incidents, and provides the appropriate steps. It prepares access, application and equipment requests and, when a specialist is needed, passes on the information and checks already completed.

A colleague cannot access an application.

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Video examples

34 seconds

A complete ticket for IT

Read transcript

0:00You can no longer sign in to the ordering application. The error is blocking your work.
0:06Edrin clarifies the error message, checks known incidents and finds the relevant procedure.
0:12You follow the steps through the application’s official page, but the problem persists.
0:17Edrin prepares a ticket with the application, device, error, when it occurred and the checks already completed.
0:25The impact on your work is included. The specialist can start investigating without asking you to explain everything again.

All data and documents are fictional.

35 seconds

The right access for the role

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0:00A new colleague needs access to sales reports.
0:04Edrin checks the role profile and clarifies the required level: view only, or editing too?
0:10You confirm view-only access. Edrin prepares the request with the application, purpose and approver.
0:18The manager approves the request. Configuration is assigned to the application administrator and remains pending.
0:26You can see who is responsible and what comes next. Active access still needs to be confirmed after configuration.

All data and documents are fictional.

34 seconds

IT preparations for day one

Read transcript

0:00A colleague joins the sales team on Monday. They need a laptop, an account and the sales application.
0:07Edrin checks the role profile and prepares one checklist for equipment, access and handover.
0:13The laptop is reserved. Access confirmation and equipment handover are still outstanding.
0:20Each task shows its owner and deadline. You can see what is ready and what remains.
0:26The manager sees the status before day one. IT focuses on the outstanding tasks.

All data and documents are fictional.

Music: Inspired — Kevin MacLeod · Creative Commons Attribution 3.0

Choose your situation. See the result.

Explore the request, the prepared information and the effect of your choices.

Sign-in blocked → check for an incident → documented steps → complete ticket if the problem persists → follow resolution. Access and equipment requests form separate branches.

Clarify a sign-in problemView exampleClose

The starting conversation

Employee: “I can no longer get into the ordering application.”

Agent: “What message do you see? I checked that no incident has been announced for the application. For that message, the company procedure starts with checking your account through the official page.”

The result of your choice

After the documented steps

IT request record

Reported issue

“I can no longer get into the ordering application.”

Checks: Information: Check through the official page
Outcome and handover: Confirmed: Access confirmed by employee
Recording and access: Pending: Result prepared for recording

Illustrative example · Fictional data

Visible result: the described issue and authorized steps, with a “problem persists” option. The choice changes the next step or prepares the ticket. Benefit: the employee starts checking without waiting for manual data collection. Passwords and authentication codes are not requested in the conversation.

Discuss this situationLink to this example

Prepare access appropriate to the roleView exampleClose

The starting conversation

Manager: “Our new colleague needs access to sales reports.”

Agent: “I identified the access profile for her role. The request includes the application, purpose and approver. Does she need view-only access or editing too?”

Manager: “View only.”

The result of your choice

Requested access level

Information: Sales reports · View only
Pending: Approver: team manager
Pending: Request prepared · Access is not active

Illustrative example · Fictional data

Visible result: a request with the permissions requested and required approval. Changing the access level changes the approval route. Benefit: fewer vague requests and easier permission checks. The agent does not automatically grant additional permissions.

Discuss this situationLink to this example

Recognize a known incidentView exampleClose

The starting conversation

Employee: “The application is not working for me either.”

Agent: “There is an open incident for the application. I linked your request and retained the impact you described. The team is investigating; there is no confirmed restoration time yet.”

The result of your choice

Explore the incident

Pending: Incident INC-204 · Investigating
Information: Employee request linked
Pending: No confirmed restoration deadline

Illustrative example · Fictional data

Visible result: the incident, status and latest approved communication. Benefit: the employee avoids repeating unnecessary steps and IT can follow requests associated with the same problem. Similar messages alone are not enough to establish the cause.

Discuss this situationLink to this example

Hand over a complete ticket to the specialistView exampleClose

The starting conversation

Employee: “I followed the steps, but the error keeps returning.”

Agent: “I prepared the ticket with the application, device, error, time of occurrence and checks completed. Does the issue stop you working, or is there a temporary workaround?”

The result of your choice

Impact on work

Information: Application, device, error and time included
Needs verification: Impact: work blocked
Pending: High priority proposed under the rule

Illustrative example · Fictional data

Visible result: a structured ticket, confirmed impact and routing category. Choosing the impact updates the suggested priority under the rules. Benefit: the specialist can begin investigating with fewer repetitive questions. Logs and screenshots are collected through authorized channels.

Discuss this situationLink to this example

Request an application with the right licence and approvalView exampleClose

The starting conversation

Employee: “I need software to edit PDFs.”

Agent: “The company catalogue includes an approved application. Do you need editing, signing or only reading? I prepared the request with the appropriate licence type.”

The result of your choice

Which features do you need?

Information: PDF viewer from the catalogue
Information: Reading licence · Available in the example
Pending: Installation through IT

Illustrative example · Fictional data

Visible result: required features, approved application, licence availability and approver. Benefit: less searching and fewer requests for unsuitable products. Purchasing and installation follow company procedures; the conversation does not install unverified software.

Discuss this situationLink to this example

Prepare equipment for the first dayView exampleClose

The starting conversation

Manager: “A colleague joins the sales team on Monday.”

Agent: “His role requires a laptop, account and sales application. The laptop is reserved; access confirmation and handover are still open.”

The result of your choice

New colleague’s role

Information: Laptop reserved · Monday handover
Information: Account and sales application
Pending: Access to confirm · IT owner

Illustrative example · Fictional data

Visible result: equipment, access, owners and deadlines. Changing the role changes the preparation profile. Benefit: fewer first-day blockers. Anwen handles HR documents; Edrin tracks IT steps using authorized information.

Discuss this situationLink to this example

Track IT steps when a colleague leavesView exampleClose

The starting conversation

Authorized HR: “The leaving date is confirmed. Prepare the IT checklist.”

Agent: “I prepared access to revoke on the approved date, equipment to return and the owner of the work-document transfer.”

The result of your choice

Approved leaving date

Pending: Proposed revocation: 30 October
Pending: Laptop return and document transfer
Pending: Prepared · Approval and execution are separate

Illustrative example · Fictional data

Visible result: a checklist with separate preparation, approval and execution states. Changing the date updates the proposed schedule. Benefit: fewer missed tasks between teams. Account deactivation and data transfer are authorized actions, separate from preparing the checklist.

Discuss this situationLink to this example

Track a request without repeated emailsView exampleClose

The starting conversation

Employee: “When will I receive the access I requested?”

Agent: “Your manager approved the request. The application administration team has the configuration step; it was updated today. I can show the status and deadline if confirmed.”

The result of your choice

Check the request step

Confirmed: Manager: request approved
Information: Updated: today
Pending: Approval does not mean access is active

Illustrative example · Fictional data

Visible result: request stages and the responsible person. Benefit: the employee sees progress and IT answers the same question manually less often. “Approved” and “access active” remain separate states.

Discuss this situationLink to this example

Prepare recurring-problem analysisView exampleClose

The starting conversation

IT coordinator: “Which problems take up most of our time?”

Agent: “I grouped similar requests and the steps tried. The ordering application has six tickets with the same error; three remain open. I prepared the cases and a proposed instruction update.”

The result of your choice

Case grouping

Information: 6 tickets · 3 open
Needs verification: Similar symptoms; cause not established
Pending: Evidence and proposed instruction for IT

Illustrative example · Fictional data

Visible result: grouped tickets, evidence and documentation proposed for review. You can separate cases that only share similar symptoms. Benefit: specialists gain time for prevention. The IT team validates the cause and new procedure.

Discuss this situationLink to this example

Less repetitive work. More time for what matters.

Less time until the first useful step. Employees receive questions and instructions suited to their issue.
Fewer requests without enough information. The agent gathers the application, error, time of occurrence and steps already tried.
Fewer checks repeated by the specialist. The ticket shows what was tried and the result of each step.
Access and equipment tracked through a clear process. The request includes the role, required approval and implementation status.
More consistent incident communication. Employees receive confirmed status, while the team sees requests linked to the same incident.
More time for stability and prevention. Specialists can address recurring problems, security, configuration and system improvements instead of reconstructing every request.

For your team

For companies whose employees use several applications, work across sites or frequently request access and equipment. Edrin serves both the blocked employee and the IT team managing the service.

From the request to the next step

Unblocking everyday work: access, applications and known incidents.

Requests and the employee lifecycle: new access, software, equipment, joining and leaving.

Intervention and prevention: complete tickets, follow-up and recurring issues.

What could this look like in your team?

We’ll show you Agentiqal agents using scenarios prepared by our team.

Together, we discuss Edrin’s role and configuration for your company.

Talk to our team