IT agents
Siit’s AI‑powered IT Support Agent — an intelligent teammate that can autonomously run playbooks, take approved actions in your tools, and escalate to humans when needed.
What it does
Proactive resolution: watch for issues and fix them before they spread (e.g., MFA lockout resets with approval).
Automated actions: run your IT playbooks across tools without manual steps.
Personalized support: understands your org (people, apps, devices) to tailor responses and actions.
Effortless approvals: collects approvals from the right approvers in Slack/Teams and proceeds instantly when granted.
Glossary
Agent: an entity that uses LLMs to follow playbooks, decide next steps, and act.
Action: an operation the agent can execute (Siit‑native, integration, or custom webhook).
Playbook: a user‑defined procedure written in natural language that tells the agent what to do and when.
Creating a Playbook
How it works You define a playbook in plain language. The agent follows it step‑by‑step, asking for missing information, running actions, and respecting your approval rules.
Condition (the trigger) Describe when the playbook should start.
Example: “When an employee asks for new equipment.”
You can scope by channel, tag, or service to target where it runs.
Instructions Write the steps the agent should follow. Insert actions inline using /.
Example structure:
Step 1: Understand the reason for the request
Step 2: Determine hardware requirements
Step 3: /create request for hardware
Step 4: /send slack message to employee and their manager with the Request ID
Available actions Use actions inside your steps to let the agent do real work.
Core Siit
/create request
/submit request button
/suggest article
/send email
/send slack message via Siit app
/send teams message via Siit app
Okta
/okta reset multi‑factor (Approval available)
/okta reset password (Approval available)
/okta add to group (Approval available)
/okta add applications (Approval available)
JumpCloud
/jumpcloud add to group
/jumpcloud reset user password
/jumpcloud reset user mfa
Slack (coming soon)
/slack add user to channel
/slack make channel private/public
/slack send message to channel
Ticketing and webhooks
/zendesk create ticket (Approval available)
/jira create issue (Approval available)
/webhook (Approval available)
Custom actions Extend the agent with your own webhooks.
Name and description: make intent clear.
URL: the endpoint to call.
HTTP method: POST recommended for sending data.
Headers/body: add headers or use raw JSON; insert variables from the playbook context (requester, app, device, etc.).
Approvals Gate sensitive steps with approvals.
Choose approver: Manager (resolved dynamically), or Specific employees.
Condition: First to approve or All users must approve.
Running mode per action: Auto‑run or Approval required. The agent requests approval in Slack/Teams and continues as soon as it’s granted.
Mentions @mention people, teams, or inboxes to keep the right stakeholders informed or to escalate.
Articles Attach relevant knowledge to the playbook so the agent can include accurate instructions in replies.
Governance and safety
Audience: restrict where the agent listens and acts (channels, teams, services).
Sandboxed actions: only whitelisted actions are available to the agent.
Approvals: mandatory for third‑party changes unless explicitly set to auto‑run.
Audit: every step (prompt, decision, action, approval) is logged; you can replay runs.
Gradual rollout: publish playbooks as Draft → Pilot audience → Live. Use “simulate” mode to validate before allowing actions.
Great use cases
Access requests: approval → Okta add to group → notify requester.
MFA/Password resets with manager approval.
New laptop requests: collect specs → create request → inform manager → tag and route.
Slack hygiene (coming soon): archive channels with approvals; manage membership.
Rollout checklist ✅
Start with AI Assist in “suggest only.”
Define 2–3 high‑confidence IT playbooks (password reset, app access, laptop request).
Require approvals on any action that changes identity, security, or data.
Limit agent scope to a few channels and services; expand once KPIs look good.
Track tags like “AI‑assisted” and dashboards to quantify time saved.
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