Tier-1 IT helpdesk triage

Triages IT issues, walks through quick fixes, and raises a ticket with the right priority when it can't be resolved on the call.

Multi-step flowGlobalEnglish

Runs on web, telephony.

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Free to install · pay providers at cost · configure the full stack below

Multi-step flow

Type

Languages

Tools it uses

Last updated 2026-09-15

Talk to it live

Try this exact agent right now — talk to it in your browser, or have it call your phone. Browser demos run for up to 2 hours, phone demos 60 seconds.

What it costs to run

Opens on this template's default stack — the exact language model, speech-to-text and voice it installs with. Swap any component to trade up on quality and the estimate updates live in your currency. You bring your own provider keys and pay them at cost; there are no per-seat fees.

The conversation flow

Tier-1 IT helpdesk triage is a multi-step flow agent. Each box is a stage in the conversation; the agent moves along the labelled paths based on what the caller says.

How the agent opens

“IT support, this is Sam — what can I help you with today?”

How it works

1
Understand issue
Greet, then get a clear description of {issue} — what's happening, when it started, and any error message.
2
Quick fixes
Walk through the standard quick fixes for this kind of issue, one step at a time. Confirm whether it's now resolved.
3
Raise ticket
Not resolved. Summarise the issue, set a {priority}, and use create_ticket. Tell the caller the ticket number and what happens next.

Tools & integrations it uses

Create support ticket

Freshdesk Zendesk

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A modern phone menu that understands both keypresses AND natural speech: "press 1 for sales" or just "I need to pay my bill" both route correctly. Press 0 (or ask) for a human from anywhere — no rigid, frustrating tree.

Built to trust

Your data, your keys, your carrier. Telenow is the control plane — the AI and telephony run on accounts you own.

Encryption everywhere

Secrets, carrier credentials and API keys stored AES-GCM encrypted; TLS in transit; HMAC-signed webhooks.

Org isolation & RBAC

Strict per-organization data isolation with role-based access for every member.

Full audit log

Every mutating action is logged and filterable, with CSV export for your records.

Telephony compliance

In-app carrier applications (A2P 10DLC, regulatory bundles, India business KYC), TCPA calling windows, and org-wide Do-Not-Call enforcement.

Frequently asked questions

What does the Tier-1 IT helpdesk triage agent do?+

Triages IT issues, walks through quick fixes, and raises a ticket with the right priority when it can't be resolved on the call. On a call it can create support ticket. You install it, connect your tools, and it's ready to take or make calls.

How does the Tier-1 IT helpdesk triage agent handle a call?+

It follows a guided flow: understand issue, quick fixes, and raise ticket. Each step has its own instructions, so the agent stays on-track and hands off or ends the call cleanly.

What do I need to connect for the Tier-1 IT helpdesk triage agent?+

Connect Freshdesk and Zendesk so the agent can act during the call, then point a phone number or the web widget at it.

What channels and languages does Tier-1 IT helpdesk triage support?+

It runs on web and telephony, in EN. You can change the voice and language in the builder.

How quickly can I launch the Tier-1 IT helpdesk triage agent?+

Minutes. Install the template, connect your tools and number, test it in the browser, then publish, and new accounts get free signup credit to try it.

$1.00 free credit on signup