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GuidesBy departmentIT & securityInternal IT helpdesk

Internal IT helpdesk

You’ll build an IT helpdesk agent in Microsoft Teams that answers common requests, follows your runbooks, and opens tickets in your ITSM tool.

The plan

  1. Create the helpdesk agent
  2. Encode common runbooks as a skill
  3. Connect your ITSM tool
  4. Connect Microsoft Teams

Step 1 — Create the agent

Create an agent in Agents. In System instructions, define what it can resolve directly (password resets, access how-tos) versus what becomes a ticket.

Step 2 — Encode runbooks

Put your common procedures into a skill and attach it so the agent walks users through fixes consistently.

Step 3 — Connect ITSM

Connect Jira, ServiceNow, or your ITSM via the Composio app library or an MCP server, and enable it in Integrations so the agent can create and update tickets.

Step 4 — Connect Microsoft Teams

Add Microsoft Teams as a channel and finish setup in the Microsoft Teams integration. Test from the builder preview.

Where to go next

Security incident triageCode review assistant