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Solutions

Tickets resolved end-to-end.

Password resets, access requests, device failures, onboarding: Skillset works each one the way your technicians would, pulling context from your systems, acting within policy, and logging every step.

Templates & custom workflows

Shaped to your stack in minutes.

Each solution below ships as a template procedure you fit to your systems, your policy, and your approvals. Custom workflows work the same way: automating one takes less time than handling the ticket once by hand.

Triage

Triage every ticket the moment it lands.

Skillset logs the ticket, asks the follow-up questions a technician would, and checks for related open tickets. Device problem or infrastructure, it routes to the right team with the evidence attached.

  • Category, priority, and owner set on arrival
  • Missing details collected from the employee in the thread
  • Related tickets linked so one incident gets one update
  • Escalations arrive with the access point data attached
Wifi keeps dropping on floor 3Inbox

Emma Walshto it@acme.com9:02 AM

Hi IT, the wifi keeps dropping on floor 3, third time this morning.

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L2 Diagnostics

Diagnose slow devices before anyone guesses.

For a slow laptop or a failing app, Skillset pulls device health from your MDM, finds the root cause, and asks the employee before it changes anything on their machine.

  • Live CPU, disk, and update status from your MDM
  • A fix proposed with the cause, not a reboot
  • Employee approval before touching their device
  • Root cause written back to the ticket
Chat with Skillset

Marco Reyes11:41 AM

My laptop has been painfully slow since yesterday.

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Password Resets

Unlock accounts in under a minute, identity verified first.

Lockouts are urgent and easy to social-engineer. Skillset verifies the person with an MFA push to their enrolled device before it unlocks or resets anything, and never shares credentials in chat.

  • MFA push to the enrolled device before any reset
  • Lockout cleared in Okta the moment the push is approved
  • No credentials shared in chat, ever
  • Verification method recorded on the ticket
Chat with Skillset

Ana Lopez8:56 AM

I'm locked out of Okta and have a customer call in 10 minutes.

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Access Requests

Grant access in the moment, within policy.

Skillset checks the requester's role against the app's policy, grants what is pre-approved right away, and routes anything sensitive to the right approver. Nobody waits a day for a group change.

  • Role and policy checked before anything changes
  • Pre-approved access granted on the spot
  • Editor and admin seats routed to a manager for sign-off
  • Every grant logged for audit
Thread in #it-help

Mike Reynolds2:14 PM

Hey, can I get access to Airtable?

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Asset Issues

Handle broken hardware without the back and forth.

A cracked screen becomes a booked repair, a reserved loaner, and an updated asset record, all from one message. Skillset finds the device, checks coverage, and confirms with the employee before booking.

  • Device and owner looked up from your asset records
  • Warranty and AppleCare coverage checked automatically
  • Repair booked and loaner reserved once the employee confirms
  • Asset marked in repair with the loaner attached
Cracked laptop screenInbox

Jordan Leeto it@acme.com10:18 AM

Hi IT, I dropped my laptop this morning and now the screen is cracked.

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Onboarding

Get new hires ready before Monday.

One heads-up from HR or a manager kicks off the team's onboarding playbook: account, laptop, tool seats, and welcome email. Standard grants go through immediately, sensitive ones wait for the manager.

  • Team-specific playbooks, not one generic checklist
  • Account created and laptop assigned from stock automatically
  • Admin seats gated behind manager approval
  • Welcome email scheduled and the ticket closed
Thread in #it-help

Sara Mitchell3:05 PM

Reminder: Alex Turner starts Monday on the design team.

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Custom

Run your own procedures, not just IT's.

Anything with a written procedure can run this way, from price book changes to vendor updates. Skillset checks who may request it, captures the before state, gets the required sign-off, and updates every system under one approval.

  • Any documented procedure, in any connected system
  • Requester authorization checked against your HRIS
  • Changes applied across systems under one approval so they never drift
  • Before and after recorded on the ticket
Pro plan price updateInbox

Nia Okaforto it@acme.com4:12 PM

Hi team, please update the Pro plan list price to $49/seat in Salesforce and NetSuite, per yesterday's pricing review.

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Which request will you hand off first?