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Scenario · IT & systemsHalf your tickets do not need an engineer
The IT helpdesk agent: level one, 24/7
Passwords, access, VPN, folder permissions. The agent classifies the ticket and a robot executes it, including in systems with no API, via UI Agent. Engineers get only what needs an engineer.
Executive summary
A 12-person helpdesk handles 3,200 tickets a month; over half are routine.
The agent recognises the case and triggers a robot; UI Agent covers systems without APIs.
Resolution within minutes; engineers return to project work.
Teams, ITSM (ServiceNow/Jira), Active Directory / Entra ID; agent + robots + UI Agent.
A trading and services group, 5,000 users
The helpdesk takes 3,200 tickets a month. 55% (1,760 cases) are level one: password resets, folder access, VPN, printers, accounts for new joiners.
Each case is fifteen minutes of console clicking, done by an engineer. Meanwhile, IT projects wait in the queue.
The current reality
- HumanA user calls or files a ticket
- WaitingThe ticket waits in the queue for 4 hours on average
- HumanAn engineer resets, grants and configures by hand
- SystemThree systems with no API: clicking through consoles
- Error riskAccess granted “just for now” stays for years
- WaitingL2 escalations wait because routine clogs the queue
The hidden cost of the current process
A simple ticket costs more than the IT budget shows.
- 440 engineer-hours a month go to tasks you could write down as a script.
- A user without access cannot work, and the business bears the downtime cost.
- An access audit means weeks of piecing together trails from email and consoles.
The cost of doing nothing
You pay for the automation once; the manual process costs you again every month.
The process after automation
- AutomationThe user messages the agent on Teams
- AutomationThe agent verifies identity and classifies the case
- AutomationA robot runs the reset, access or VPN change, via UI Agent where there is no API
- HumanHigh-risk access: one approval from the system owner
- AutomationThe ticket closes itself, fully documented in ITSM
What the automation handles
- Resets, standard access and routine diagnostics 24/7
- Execution in API-less systems via UI Agent
- Full documentation of every step in ITSM
When a human decides
- High-risk access and unusual exceptions
- Infrastructure and architecture changes
- Security incidents: always a human
Before
After
Value model: example assumptions
Business benefits
- Engineers return to projects and the IT backlog shrinks
- Users regain access within minutes
- Every permission granted by catalogue, fully traceable
- The helpdesk scales with the company without new hires
Board-level KPIs affected
mean time to resolve · first-contact resolution · cost per ticket · IT project throughput
What management gains
- A live picture of what breaks most, where and why
- SLAs measured automatically
- Less dependence on individual administrators
Estimate it for your organisation
An illustrative estimate based on your inputs. It models released capacity and is not a savings promise.
Systems in this scenario
Inputs
- Teams / ticket portal
- ITSM (ServiceNow / Jira SM)
- Email / phone
Mientha agentic layer
- UiPath Agent Builder
- UiPath robots
- Maestro™ · Action Center
Core systems
- Active Directory / Entra ID
- ERP, CRM, business systems
- Legacy consoles (no API)
Human approval: Teams / Action Center
What we deliver
- Analysis of ticket statistics and highest-volume categories
- A level-one case catalogue with rules and thresholds
- An agent on Teams + robots, incl. UI Agent for API-less consoles
- Integration with ITSM and the service catalogue
- A pilot on the 2-3 heaviest categories
- Monitoring and catalogue growth every sprint
What we need to start
- A 1-2 month ticket export with categories
- A service and access catalogue, even a partial one
- A process owner on the IT side
- Technical accounts for test environments
Implementation roadmap
Discovery
We map the process, data and exceptions with process owners.
Design
Target flow, business rules, approval thresholds.
Build
Agents, robots and integrations in your environment.
Validate
Tests on real cases, exception handling.
Go-live
Controlled rollout with human oversight.
Optimise
Monitoring, reporting and continuous improvement.
Duration depends on the number of systems and rules; a single process usually takes a few weeks.
Risk and controls
Autonomy under control
- The agent works only within the service catalogue: nothing off-list
- High-risk access always requires human approval
- Every robot step logged in ITSM, so an audit takes minutes
- A kill switch and instant fallback to manual handling
Why now
- Every month ~€12,300 of engineering time goes to scripted work
- Uncovered nights and weekends mean operational downtime
- UI Agent handles systems that could not be automated before
Why this matters to:
The team works on projects, and every change is fully traceable.
Access granted by catalogue and thresholds, with no silent exceptions.
People stop waiting half a day for access before they can work.
Questions we usually hear
The portal takes the ticket and the agent resolves it, without waiting for an engineer. The portal stays.
The robot grants only catalogued access, within IT-set thresholds, and logs every step. A manual “just for a moment” in a console is harder to audit.
That is what UI Agent is for: it works the interface like a person, with the same permissions and under the same oversight.
When this may not be the right solution
- A few hundred tickets a month with a 2-person IT team: too little routine
- No ITSM at all: process basics first
- The service catalogue changes chaotically week to week
A question for your next board meeting
How many IT projects are waiting in line because your best engineers are resetting passwords?
Solutions in the library
The same process as an implementation plan
The scenario shows the process with an AI agent on an example company. Library solutions describe the same or a neighbouring process with a value model and an implementation plan.
Four IT tickets in ten follow a known procedure, and every one of them still queues for an analyst.
See the solution IT & systemsPassword reset in two minutes, without a ticketThe most frequent ticket on the desk still needs a phone call, three consoles and an identity check nobody records.
See the solution IT & systemsAccess requests and quarterly access reviewsManagers sign off on entitlements they cannot read, and nobody withdraws what nobody uses.
See the solutionWe deliver it through our service AI agents on Microsoft Teams.
The example company in this scenario works in Retail & FMCG.
How many engineers are you employing to do a robot's work?
Send one month of ticket statistics: we will point out the categories the agent takes over first.
Send us one month of ticket statistics