---
name: al-249-let-an-ai-help-desk-agent-fix-the-routine-it-requests-sta
description: "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. Use when the user wants help with l1 it service desk agent (it & internal help) for a small business."
---

# Let an AI help desk agent fix the routine IT requests start to finish while your staff check its work

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.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- Or link your how-to guides
- E.g. network = Sam, laptops = Priya, HR systems = HR team
- E.g. password reset steps, printer setup, Wi-Fi help, VPN install
- Message

## Instructions

Do the task below with the user's inputs in place of each [bracket].

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.

## Safety checks (share these with the user)

- 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.
- 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".
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: ServiceNow, ChatGPT, Claude, Grok Bot, Microsoft Copilot, Zendesk, Freshservice
- Based on this real-world example: https://business.am-news.com/am-news/article/bizwire-2026-10-8-raleigh-north-carolina-reduces-it-service-desk-costs-by-66-with-servicenow-ai-agents
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-249-let-an-ai-help-desk-agent-fix-the-routine-it-requests-start/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/