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IT Support Genie
Version 1.0.0
Last updated Jan 8, 2026by
The AI agent that resolves IT requests end to end — deflects questions and executes password resets, unlocks, access, and group changes, governed and audited.
About this Genie
IT Support Genie — your IT helpdesk, resolved.
Most IT tickets don't need a human. They need an agent that can act. IT Support Genie is a pre-built, production-grade AI agent that deflects the questions your helpdesk answers all day and executes the requests it spends all day on — password resets, account unlocks, MFA resets, access provisioning, and group management — 24/7 in Slack, Microsoft Teams, or a custom UI..
Unlike deflection chatbots that answer and stop, or portals that route a request into a ticket a human still works, IT Support Genie resolves the request end to end and proves every action.
What it does
- Deflects IT questions from your knowledge base, understanding your company's terminology
- Creates tickets in Jira Service Desk (additional ITSM systems via extensions/roadmap)
- Grants net-new access with manager and owner approvals
- Resets passwords, unlocks accounts, and resets MFA across Okta and Entra ID
- Manages groups and membership through Google Workspace (role-gated)
Why IT teams choose it
- Resolves, doesn't just deflect — takes real action across your systems, not just answers to take real action across your systems
- Governed by design — every action runs on Workato Enterprise MCP with role-based gating, manager/owner approvals, and a complete audit trail through your existing systems
- Cross-system — works across your ticketing, identity, directory, and device tooling, not locked to one suite
- Part of the IT Genie family — expand to License Genie for SaaS right-sizing Generally available. Delivered via Workato Professional Services or a certified partner.
Key Use Cases
Resolve access and identity requests end to end. Handles password resets, account unlocks, MFA resets, group membership, and app access — verifying identity, routing sensitive actions for approval, and executing across your ITSM and identity systems.
Deflect and resolve tier-1 tickets. Answers high-volume IT questions from your knowledge base and, when action is needed, runs the fix directly instead of creating a ticket — cutting queue volume and time-to-resolution.
Govern net-new access with approvals. Grants application and system access only after manager/owner approval, with every action verified-identity and audited via Enterprise MCP — replacing shared service accounts and ungoverned shadow-AI workarounds.
Automate employee onboarding and offboarding. Provisions or deprovisions the right apps, groups, and licenses across systems as employees join, move, or leave — reducing manual runbooks and closing security gaps at offboarding.
Escalate cleanly when human action is required. When a request falls outside policy, opens a fully-contexted ticket in Jira Service Desk with the conversation, identity, and attempted actions attached — so IT staff start with everything they need.
