Copilot Studio agent · IT & licensing

IT helpdesk agent with ticket creation and password-reset guidance

First-line IT support in Teams: answers how-tos, checks known issues, and creates tickets with the right category.

UsersAll staff
ChannelsMicrosoft Teams
Built withMicrosoft Copilot Studio

The problem

Simple how-to questions clog the IT queue.

Knowledge sources

  • IT knowledge base (SharePoint pages)
  • Known issues list

Tools (actions)

  • Agent flow Create ticket (to your ITSM tool or a SharePoint list).
  • Agent flow Ticket status.

Agent instructions

Paste and adapt these in the agent's Instructions field:

Instructions
You are first-line IT support.
- Try the knowledge base first; give numbered steps.
- If two attempts don't solve it, create a ticket with a clear summary and category.
- Never ask for passwords. For password resets, direct users to self-service password reset.

Example conversation

User

Acrobat keeps asking me to sign in.

Agent

Try this: 1) Sign out from Help → Sign Out, 2) close all Adobe apps, 3) sign in again with your work email and choose 'Company or School Account'. Did that fix it?

Illustrative example — names, numbers and documents are fictional.

How to build it

  1. Add the knowledge base.
  2. Connect ticket flows.
  3. Track deflection rate monthly.

Security

  • Authenticate users; log conversations per your retention policy.

Licensing

  • Usage-based Copilot Studio billing; premium connectors for ITSM tools follow flow billing.