Helpdesk AI
The voice layer answers support calls, captures the issue, creates a cleaner ticket, and routes the handoff.
Resolve
Helpdesk AI Resolve is the remote diagnostics layer behind Helpdesk AI. It lets the voice agent move from call capture into safe action by checking common device issues, gathering evidence, and requesting approved fixes with MSP control, permission, and auditability.
Positioning
Helpdesk AI Resolve should be understood as a secure remediation layer for managed IT environments, not a consumer-style agent that quietly takes over a laptop. It connects the support call to the device through controls IT teams already expect from remote support and RMM workflows.
The voice layer answers support calls, captures the issue, creates a cleaner ticket, and routes the handoff.
The remediation layer checks the device, gathers diagnostics, and requests approved fixes while the user is still on the call.
IT decides what actions are allowed, when user consent is required, and how tightly the environment is locked down.
Deployment Modes
The cleanest product story is not “install our agent everywhere”. Helpdesk AI Resolve can start with no endpoint access, connect to tools an MSP already runs, or use the optional Resolve Agent where that makes sense.
No agent
Use Helpdesk AI for call answering, issue capture, ticket creation, and knowledge-base guidance without touching the endpoint.
Best fit for MSPs
Existing RMM
Connect Helpdesk AI Resolve to existing remote support and device-management tooling such as TacticalRMM, Ninja, Intune, ScreenConnect, or similar platforms.
Resolve Agent
For environments that need it, deploy a lightweight agent for diagnostics and remediation on enrolled devices under IT policy.
What It Can Do
Helpdesk AI Resolve is strongest when it focuses on common support checks and approved remediations that reduce first-line workload without overpromising full autonomous control.
Trust
Trust is the deciding factor for any remediation product. Helpdesk AI Resolve has to be explicit about scope, approval, and visibility.
Runs only on enrolled devices and only within the action set approved by the MSP or IT team.
Interactive fixes can require user consent, with no silent screen viewing and no open-ended access by default.
Every requested action can be logged, reviewed, limited, or disabled so Helpdesk AI Resolve behaves like managed IT tooling, not spyware.
From Call To Fix
When a user calls about a device issue, Helpdesk AI can identify the device, run safe diagnostics, and trigger approved fixes through existing IT tooling or the optional Resolve Agent.