Offering

Agentic Service Desk

Our Agentic Service Desk is an AI-powered solution that automates Level 1 IT ticket management, from classifying requests submitted through Teams and planning the required actions to securely executing them across key Modern Workplace services, including Microsoft Intune, Entra ID, and SharePoint.

Why choose the Agentic Service Desk?

IIf your IT team handles a high volume of support requests every day, many of them repetitive, Agentic Service Desk can help streamline operations. Integrated with Teams and your ITSM platform, it reduces manual workload, frees up IT resources for more strategic activities, and ensures that human operators remain in control of the most critical actions.

Planning

Every ticket is classified and categorized. More than 30 workflows can be executed in a controlled manner across Intune and Entra ID.

Human-in-the-loop

High-risk operations require explicit approval from an IT operator before they can be executed.

Teams + ITSM

Every ticket is synchronized with your ITSM platform. Updates made in one system automatically trigger synchronization with the other.

Security

5 security levels and 4 risk categories help strike the right balance between automation and risk for every ticket.

Agents working together to optimize IT processes

Agentic Service Desk brings together and orchestrates specialized agents, coordinating their activities to seamlessly automate multiple IT processes.

Explore the agents developed by Cluster Reply for the Modern Workplace!

Best Practice

Intune Agent

Intune Agent simplifies enterprise device management by automating compliance, provisioning, app management, and remote actions. It reduces manual effort through secure and controlled processes.
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Best Practice

Identity Agent

Identity Agent streamlines IT tenant governance by automating the management of identities, access, groups, and roles in Microsoft Entra ID, making processes faster and more secure.
Learn more
Best Practice

SharePoint Agent

SharePoint Agent optimizes the management of sites, libraries, files, permissions, and pages by automating routine tasks through secure, natural-language interactions.
Learn more

Human-in-the-loop

Human oversight ensures that every sensitive operation is reviewed and approved before execution, keeping the entire process secure, transparent, and under control.

A secure workflow from ticket to action

Every request follows a guided, structured workflow, from classification and parameter collection to defining and validating the action plan and finally executing it across Intune and Entra ID, while always keeping human operators in control of critical operations.

Classify & Validate Risk

The LLM classifies the requested operation and assigns the risk level (Routine / Standard / High / Critical).

Elicit Parameters

If required information is missing, such as the device, user, or group, the agent asks the user for clarification directly in Teams and resumes the workflow once they respond.

LLM Plan + Validate

The LLM generates the action plan, which is then validated to ensure that all actions are permitted, complete, and consistent.

Execute via MCP

Routine actions are executed automatically. High-risk actions require IT approval, while Critical actions are immediately escalated.

Try Cluster Reply's Agentic Service Desk!

Contact us to learn more or request a demo.