Product · Agentic Service & Support

Ticketing, accelerated by AI.

Track, triage and resolve issues effortlessly. One inbox for Slack, Teams, email and the portal, with AI support on every ticket.

Tickets

SB
IDTitle
In Progress4
TKT-4829Laptop flagged as non-compliant
TKT-4817New hire can't finish VPN setup
TKT-4816VPN connects, dashboards won't load
TKT-4812Outlook search slow after migration
On Hold1
TKT-4820Adobe Creative Cloud license
Escalated4
TKT-4830New hire starting Monday: Bob Dylan, Finance
TKT-4827Laptop slow, fan running loud
!TKT-4825Calendar invites fail after email change
TKT-4819Figma access expired mid-sprint
Solved19
TKT-4826How do I reset my password?
TKT-4824Can't connect to office Wi-Fi
TKT-4823Guest Wi-Fi password
TKT-4822Outlook crashes opening calendar

Help where people ask.

Employees ask in Slack, Teams, email or the portal and get an answer in the same thread. Every conversation becomes a ticket, no form required.

Thread it-help

Jordan LeeToday at 9:14 AM

@Skillset locked out of my account and I have a client call in 10 minutes.

Reply...

Also send to#it-help

Aa

Also inTeams Email Portal

Save time on every ticket.

The agent reads each ticket on arrival. It resolves what your procedures cover, triages the rest so a technician can start straight away, and escalates what it shouldn't touch.

Resolved
TKT-4831

Locked out before a client call

JLJordan Lee

Skillset

Triaged
TKT-4827

Laptop slow, fan running loud

PNPriya Nair

Skillset

Escalated
TKT-4833

Clicked a link in a suspicious email

OHOmar Haddad

Skillset

Get to 50% automated in less than 4 weeks.

Measured on your live inbox during the pilot. Our team works alongside yours until you are there.

In the pilot

50%

of tickets automated by week four

  1. Week 1Channels and knowledge connected
  2. Week 2Agent assisting on every ticket
  3. Week 4Half of tickets closed by the agent
We've saved hours on ticketing, I think it's almost half the time we were spending before.

Reliable and auditable AI.

Skillset's model, protocol and guardrails are tuned for following your procedures reliably. Every step lands on the ticket's timeline, with the article behind it and the approval it collected.

ConversationActivityChecklist

TKT-4831

  1. Skillset · TriageCompletedAccount access

    Today · 9:14 · 4s

    • Status changed from new to in progress9:14

  2. Skillset · ReplyCompletedReply sent

    Today · 9:14 · 38s

    Answered fromAccount Lockout Procedurealso consultedMFA Reset Policy
    • Verification push sent to Jordan's phone9:14
    • Reply sent to customer9:14

    Show reasoning (4 steps)

  3. Skillset · ApprovalCompletedApproved by Lena Park, IT lead

    Today · 9:15 · approved 9:16

    • Okta · user.unlock for jordan.lee9:16
    • Status changed from in progress to solved9:16

Scoped permissions for channels, knowledge and tools.

Set Assist or Full service per channel and knowledge base article, and choose which tools the agent may use.

Agent scope

IT Support

Channels

  • SlackAssistFull
  • TeamsAssistFull
  • EmailAssistFull

Articles

  • Password resetAssistFull
  • Figma access policyAssistFull
  • Slow laptop triageAssistFull
  • Security incident responseAssistFull

Fully synced with your stack.

Sync tickets both ways with Jira, Zendesk, Freshservice or ServiceNow, or make Skillset your ticketing system of record. Also connect to your IAM, MDM and HR systems, like Okta, Google, Microsoft, Intune and Jamf.

Ticketing

ServiceNowServiceNow

Channels

SlackSlack

Knowledge

NotionNotion

Identity

OktaOkta

Devices

JamfJamf

Business systems

WorkdayWorkday

20+ native connectors

Ticketing, chat, identity, devices, HR, and finance.

MCP connectors

If your tools expose an MCP server, we connect through it.

Custom integrations

Native connectors built for the rest of your stack.

Every team, not just IT.

HR, finance, facilities and legal each get their own inbox and procedures on the same platform.

IT

IT Support

9 open
  • Locked out before a client call
  • New hire can't finish VPN setup
HR

People Ops

4 open
  • Parental leave dates for March
  • Update my home address
FI

Finance

3 open
  • Access to the expense tool
  • Reimbursement still pending
FA

Facilities

2 open
  • Badge not opening the 4F door
  • Projector in Room 4 won't connect

Better every night.

After hours the agent reviews the day's tickets, drafts fixes to stale procedures, and proposes new ones for the requests it saw most.

Last night · 02:00

Agent review
  • 38

    tickets reviewed

  • 3

    procedure updates drafted

    Waiting for your review

  • 1

    new procedure proposed

    VPN on hotel Wi-Fi

  • 1

    repeat issue flagged

    Outlook search after the mailbox migration

Review 4 changesNothing publishes until you do

What will you automate?