IT Support Genie

IT Support Genie helps employees resolve IT issues by automating helpdesk tasks, including knowledge base queries, access provisioning, password resets, and ticket management. This genie deflects common queries, reduces support tickets, and streamlines endpoint management across connected applications.

Watch a demo of IT Support Genie

What IT Support Genie does

IT Support Genie supports IT teams across the service lifecycle:

• Knowledge retrieval and query deflection: Retrieves information from knowledge sources to deflect queries and reduce ticket volume. Supports company jargon through synonym configuration and provides instant responses to common IT questions.
• Ticket management: Creates and syncs tickets with ticketing tools when queries cannot be resolved through the knowledge base.
• Access provisioning and deprovisioning: Enables employees and IT teams to request, approve, and manage user access across multiple identity providers. Supports workflows including group membership changes, mailbox access, and permission validation with built-in approval controls.
• Password management and account unlock: Resolves identity issues including password resets, MFA resets, and account unlocks across multiple identity providers.
• Endpoint management and software installation: Troubleshoots endpoint issues and manages software operations including VPN access, remote application installs, and silent deployments across managed devices.
• Groups and distribution list management: Manages group memberships and distribution lists across enterprise systems with proper approvals, compliance, and auditability.

Connected systems

IT Support Genie integrates with your existing IT management and communication tools, including:

• Ticketing: Jira, Zendesk, Freshservice
• Identity & Access: Okta, OneLogin, Azure AD/Entra ID
• Directory: Google Workspace, Microsoft Active Directory
• Device Management: Intune, RMM Tools
• Communication: Slack, Microsoft Teams, Workato GO