Managed AI
Service Desk IT AI Agent- Admin Help guide
English
Frequently Asked Questions (FAQ)
- Is “Service Desk IT AI Agent” the Default ITSM AI Agent?
Yes. In the Managed AI interface, the default ITSM agent is displayed as Service Desk IT AI Agent.
- Does connecting Office 365 automatically enable every Office 365 action?
No. The integration provides the connection; the relevant capabilities are then configured through Playbooks and their Tools.
- Why are Office 365 tools greyed out in Playbooks?
If the required integration is not connected, dependent tools can remain unavailable and the Tools panel can prompt you to connect Office 365 first.
- Can the agent use Google Workspace?
Yes, Google Workspace appears under Integrations → Automations. After connection, supported Google Workspace workflows and tools can be used through Playbooks.
- Where do tickets created from AI conversations go?
They are visible in the AI Agent's Ticket Management area and, when Service Desk V2 is connected, are passed into Service Desk V2. The same ticket can be followed in both the AI Agent Ticket Management page and Service Desk V2.
- Does the AI Agent replace Service Desk V2?
No. The AI Agent adds conversational support and automation on top of the existing Service Desk process. Tickets that enter the support workflow remain visible in Service Desk V2.
- Where should I test changes?
Use Try Agent for agent behavior and the Channels preview for channel-specific testing before exposing the configuration to end users.
