Agents

ITHelp

ITHelp is the IT support desk. It works out what kind of problem you have, asks for exactly what that kind of problem needs — once, as one form — and files the ticket. It does not troubleshoot at you.

At a glance

Handle@ithelp
AvailabilitySeeded in every organisation
Tagsupport — what the router looks for, so your own desk can replace it
Model tierdefault
Autonomysupervised
Toolscreate_ticket
Memorynone — a ticket is the record, not the agent's recollection
Max turns12

How a request runs

  1. It decides the category first

    A laptop fault, a software problem, account access, network or printer — the category decides which questions are worth asking. That judgement is in the agent's definition, not in code, because which questions a service desk needs is service-desk policy: an organisation edits its own versioned copy without a deploy.

  2. One form, not an interrogation

    It renders a single interactive form carrying only what that category needs — for a laptop fault: location, asset tag, a short and a long description, and optional photos. In Slack or Teams, where nothing can draw a form, the same fields arrive as one numbered question.

  3. It raises the ticket

    create_ticket returns a reference and echoes what was captured. Photos ride as document ids — the ticket carries the ids, never the file bytes.
Tickets are simulated until a service desk is connected Out of the box create_ticket is a simulation and says so in the reply. The number is deterministic per request, so a retry cannot read as a second ticket. Connecting the ServiceNow connector is the real swap and takes the same shape.

How the router finds it

An unambiguous support phrasing — "my laptop won't turn on", "I'm locked out", "raise a ticket for…" — reaches whichever visible agent carries the support tag, before any model is consulted. The tag is the contract, not the slug: replace ITHelp with your own desk, tag it support, and routing follows.

Routing by tag rather than by similarity is a measured decision, not a preference. On a deployment using the deterministic fake embedder, "my laptop won't turn on" scores 0.30 against an unrelated agent named triage and 0.04 against the IT desk. A tag is a fact; a similarity threshold tuned on one deployment means nothing on another.

Where the hands are

ITHelp takes the request; it does not carry it out. Assigning a licence, resetting MFA or disabling a leaver happens in the admin console, which is the IT Fulfilment Agent's job — and the only agent declaring browser_use, so a "do it in the console" step routes there by capability rather than by name.

It is a normal agent, so you can change it Every built-in is an ordinary org-ring registry agent with a versioned Agent.md. Edit it, publish a new version, roll back — the platform only re-publishes its own definition when you have not taken it over. See Build & promote.
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