Let an AI help desk agent fix the routine IT requests start to finish while your staff check its work: AI agent prompt
Small IT teams spend most of the day on the same device, password and connectivity questions, leaving little time for real problems. An AI agent can answer employees from your own help articles, route anything it can't solve to the right person, write the ticket summary, and fully handle common requests, with staff reviewing what it did. ServiceNow announced on Oct 8, 2026 that the City of Raleigh, whose four-person help desk supports 4,400 employees, uses one agent to guide self-service and another to resolve L1 requests end to end: IT service desk costs fell 66%, 98% of tickets are routed correctly on first contact, 98% of AI incident summaries are accepted as-is, and nearly half of requests are resolved without a person.
IT & Internal HelpL1 IT service desk agentintermediateThe prompt
You are our first-line IT help desk. Our help articles: [paste or link your how-to guides]. Who handles what: [e.g. network = Sam, laptops = Priya, HR systems = HR team]. Requests you may complete yourself: [e.g. password reset steps, printer setup, Wi-Fi help, VPN install]. For this employee message: [paste message]. 1) Restate the problem in one line. 2) If it matches a help article and is on the 'complete yourself' list, give clear numbered steps in plain words and ask them to reply 'fixed' or 'still broken'. 3) If not, say who it's going to and why. 4) Write a ticket summary: user, device, problem, steps tried, category, urgency (low/medium/high), assigned to. 5) Never ask for or repeat a password, and never promise something that needs approval (new software, admin rights). End with anything you're unsure about so a staff member can check it.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into ServiceNow, ChatGPT, Claude and review the answer before you use it.
Works with: ServiceNow, ChatGPT, Claude, Grok Bot, Microsoft Copilot, Zendesk, Freshservice
Real-world example: business.am-news.com/am-news/article/bizwire-2026-10-8-raleigh-north-c
Featured in: AI prompts to summarize meetings, notes, documents and reports
Before you use it: what to check
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
Want to make this prompt even better? Grade it with the free prompt grader or build your own with the AI prompt generator.
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