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Practices","best-practices","Practical guides for IT teams: which tier-1 tickets can be automated, how clean escalation works and where automation projects usually fail.",0,[219],{"id":220,"documentId":213,"locale":221,"slug":215},1,"de",{"id":24,"documentId":223,"name":224,"slug":225,"description":226,"sortOrder":217,"seo":10,"localizations":227},"daeexfxy2hlc2jz184jt5f1h","Insights & Trends","insights-and-trends","Numbers and analysis on IT support: what a ticket really costs, how level-1 work is changing and what AI in the helpdesk delivers today.",[228],{"id":229,"documentId":223,"locale":221,"slug":230},5,"insights-und-trends",{"id":232,"documentId":233,"name":234,"slug":235,"description":236,"sortOrder":217,"seo":10,"localizations":237},3,"tqo7twk191qknrs7tt4z4r9h","Product Updates","product-updates","What is new in supersupport.ai: agent, dashboard, integrations and security features, straight from the closed beta.",[238],{"id":4,"documentId":233,"locale":221,"slug":235},{"id":240,"documentId":241,"title":242,"slug":243,"excerpt":244,"content":245,"publishedDate":648,"readingTime":229,"featured":47,"aiDisclosure":21,"createdAt":649,"updatedAt":650,"publishedAt":651,"locale":14,"coverImage":652,"category":687,"tags":688,"localizations":689,"author":693,"seo":713},1129,"du33msnbc8qsc0oozh8ccpgt","AI Agents in IT Support: When the Bot Can Ask the PC","ai-agents-it-support","Service desk, Teams and hotline bots can't see the computer. How they get the findings from the device, and why you don't have to replace a bot to do it.",[246,252,256,261,267,271,292,304,356,360,364,387,391,433,437,443,455,467,471,475,507,511,515,521,525,529,541,545,562,604,608,612,616,620,624,628,632,636,640,644],{"type":247,"children":248},"paragraph",[249],{"type":250,"text":251,"bold":21},"text","Two chatbots are talking about your printer. Neither has ever seen it.",{"type":247,"children":253},[254],{"type":250,"text":255},"That is often what support automation looks like today. The employee writes to the bot in the Teams channel, the bot asks the ticket system, the ticket system sends a knowledge article. Everyone talks, nobody looks. The problem is not that there are too few bots. The problem is that none of them can see the computer.",{"type":257,"level":25,"children":258},"heading",[259],{"type":250,"text":260},"Why can't most support bots see the computer?",{"type":247,"children":262},[263,265],{"type":250,"text":264,"bold":21},"Because they aren't built for it.",{"type":250,"text":266}," A service desk bot, a Teams bot or a hotline bot works with what it finds in the background: knowledge articles, catalog entries, old tickets. That is enough for “How do I request a new laptop?”.",{"type":247,"children":268},[269],{"type":250,"text":270},"It isn't enough for “Outlook is hanging”. For that, it would have to know:",{"type":272,"format":273,"children":274},"list","unordered",[275,280,284,288],{"type":276,"children":277},"list-item",[278],{"type":250,"text":279},"which Outlook version is running,",{"type":276,"children":281},[282],{"type":250,"text":283},"whether an add-in is crashing,",{"type":276,"children":285},[286],{"type":250,"text":287},"whether the offline file is huge,",{"type":276,"children":289},[290],{"type":250,"text":291},"what is in the event log.",{"type":247,"children":293},[294,296,302],{"type":250,"text":295},"Without these answers, all that's left is guessing. See ",{"type":297,"url":298,"children":299},"link","\u002Fen\u002Fblog\u002Fai-chatbot-it-support-fails",[300],{"type":250,"text":301},"AI chatbot in IT support: why ticket bots fail",{"type":250,"text":303},".",{"type":305,"image":306,"children":353},"image",{"id":307,"documentId":308,"name":309,"alternativeText":310,"caption":10,"width":311,"height":312,"formats":313,"hash":348,"ext":317,"mime":318,"size":349,"url":350,"previewUrl":10,"provider":351,"createdAt":352,"updatedAt":352},1966,"b5j887fprvnw8qo5jveyrt1h","ki-agenten-zusammenarbeit-it-support-checklist-en.webp","AI Agents in IT Support: When the Bot Can Ask the PC – what this article covers",1200,813,{"thumbnail":314,"medium":324,"small":332,"large":340},{"name":315,"hash":316,"ext":317,"mime":318,"path":10,"width":319,"height":320,"size":321,"sizeInBytes":322,"url":323},"thumbnail_ki-agenten-zusammenarbeit-it-support-checklist-en.webp","thumbnail_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750",".webp","image\u002Fwebp",230,156,2.42,2418,"\u002Fuploads\u002Fthumbnail_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750.webp",{"name":325,"hash":326,"ext":317,"mime":318,"path":10,"width":327,"height":328,"size":329,"sizeInBytes":330,"url":331},"medium_ki-agenten-zusammenarbeit-it-support-checklist-en.webp","medium_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750",750,508,14.8,14800,"\u002Fuploads\u002Fmedium_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750.webp",{"name":333,"hash":334,"ext":317,"mime":318,"path":10,"width":335,"height":336,"size":337,"sizeInBytes":338,"url":339},"small_ki-agenten-zusammenarbeit-it-support-checklist-en.webp","small_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750",500,339,8.31,8312,"\u002Fuploads\u002Fsmall_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750.webp",{"name":341,"hash":342,"ext":317,"mime":318,"path":10,"width":343,"height":344,"size":345,"sizeInBytes":346,"url":347},"large_ki-agenten-zusammenarbeit-it-support-checklist-en.webp","large_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750",1000,678,21.57,21566,"\u002Fuploads\u002Flarge_ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750.webp","ki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750",28.51,"\u002Fuploads\u002Fki_agenten_zusammenarbeit_it_support_checklist_en_9f22032750.webp","local","2026-10-11T06:44:54.900Z",[354],{"type":250,"text":355},"",{"type":257,"level":25,"children":357},[358],{"type":250,"text":359},"What does the collaboration look like?",{"type":247,"children":361},[362],{"type":250,"text":363,"bold":21},"One leads the conversation, one checks on the device.",{"type":272,"format":365,"children":366},"ordered",[367,371,375,379,383],{"type":276,"children":368},[369],{"type":250,"text":370},"The employee writes or tells the existing bot: “My VPN isn't working.”",{"type":276,"children":372},[373],{"type":250,"text":374},"The bot asks the SuperSupport agent on exactly that PC: Is the VPN client installed? Is the certificate valid? Is there internet at all?",{"type":276,"children":376},[377],{"type":250,"text":378},"The SuperSupport agent checks on the device and replies with the findings: “Client is running, certificate expired yesterday.”",{"type":276,"children":380},[381],{"type":250,"text":382},"The bot talks to the employee about exactly that, not about restarts.",{"type":276,"children":384},[385],{"type":250,"text":386},"What needs to be done on the device, SuperSupport handles: safe things on its own, sensitive things submitted to IT for approval along with the findings.",{"type":247,"children":388},[389],{"type":250,"text":390},"The employee stays in the channel they know. IT gets a case that states what was checked.",{"type":305,"image":392,"children":431},{"id":393,"documentId":394,"name":395,"alternativeText":396,"caption":10,"width":311,"height":397,"formats":398,"hash":427,"ext":317,"mime":318,"size":428,"url":429,"previewUrl":10,"provider":351,"createdAt":430,"updatedAt":430},1969,"iyaiml9ubmuxxlplotgvl7y2","ki-agenten-zusammenarbeit-it-support-steps-en.webp","AI Agents in IT Support: When the Bot Can Ask the PC – step by step",762,{"thumbnail":399,"large":406,"small":413,"medium":420},{"name":400,"hash":401,"ext":317,"mime":318,"path":10,"width":402,"height":320,"size":403,"sizeInBytes":404,"url":405},"thumbnail_ki-agenten-zusammenarbeit-it-support-steps-en.webp","thumbnail_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a",245,3.87,3866,"\u002Fuploads\u002Fthumbnail_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a.webp",{"name":407,"hash":408,"ext":317,"mime":318,"path":10,"width":343,"height":409,"size":410,"sizeInBytes":411,"url":412},"large_ki-agenten-zusammenarbeit-it-support-steps-en.webp","large_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a",635,31.91,31914,"\u002Fuploads\u002Flarge_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a.webp",{"name":414,"hash":415,"ext":317,"mime":318,"path":10,"width":335,"height":416,"size":417,"sizeInBytes":418,"url":419},"small_ki-agenten-zusammenarbeit-it-support-steps-en.webp","small_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a",318,12.37,12368,"\u002Fuploads\u002Fsmall_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a.webp",{"name":421,"hash":422,"ext":317,"mime":318,"path":10,"width":327,"height":423,"size":424,"sizeInBytes":425,"url":426},"medium_ki-agenten-zusammenarbeit-it-support-steps-en.webp","medium_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a",476,21.31,21310,"\u002Fuploads\u002Fmedium_ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a.webp","ki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a",42.52,"\u002Fuploads\u002Fki_agenten_zusammenarbeit_it_support_steps_en_f60ad8436a.webp","2026-10-11T06:44:55.429Z",[432],{"type":250,"text":355},{"type":257,"level":25,"children":434},[435],{"type":250,"text":436},"Three examples from everyday work",{"type":247,"children":438},[439,441],{"type":250,"text":440,"bold":21},"The Teams bot and the headset.",{"type":250,"text":442}," A custom-built bot in Teams receives “My headset doesn't work in meetings”. Instead of sending an article, it gets the findings from the agent on the PC: headset connected, but Windows has the laptop speakers as the default. The agent switches that after confirming with the user.",{"type":247,"children":444},[445,447,449,454],{"type":250,"text":446,"bold":21},"The service desk bot and the merchandise management system.",{"type":250,"text":448}," The bot in the ITSM system doesn't know the line-of-business software. The SuperSupport agent does, through a runbook that IT has stored: check the service, read the log, restart after approval, verify success. See ",{"type":297,"url":450,"children":451},"\u002Fen\u002Fblog\u002Frunbook-it-support-line-of-business-software",[452],{"type":250,"text":453},"Runbooks in IT support",{"type":250,"text":303},{"type":247,"children":456},[457,459,461,466],{"type":250,"text":458,"bold":21},"The hotline bot and the printer.",{"type":250,"text":460}," The caller says “I can't print”. The hotline bot asks the agent on the PC: Is the printer installed, is the queue stuck, is it reachable on the network? If the queue is stuck, the agent clears it. If the printer is not reachable, the caller knows right away that it isn't their computer. See ",{"type":297,"url":462,"children":463},"\u002Fen\u002Fblog\u002Fprinter-not-printing-print-spooler",[464],{"type":250,"text":465},"Printer won't print: print queue",{"type":250,"text":303},{"type":257,"level":25,"children":468},[469],{"type":250,"text":470},"What may the agent do when another bot asks?",{"type":247,"children":472},[473],{"type":250,"text":474,"bold":21},"Exactly the same as in the direct chat, no more.",{"type":272,"format":273,"children":476},[477,483,489,501],{"type":276,"children":478},[479,481],{"type":250,"text":480,"bold":21},"Safe things",{"type":250,"text":482}," it handles itself: checking settings, clearing the queue, restarting File Explorer.",{"type":276,"children":484},[485,487],{"type":250,"text":486,"bold":21},"Sensitive things",{"type":250,"text":488}," it submits to IT for approval: drivers, registry, installations, services with side effects.",{"type":276,"children":490},[491,493,495,500],{"type":250,"text":492,"bold":21},"Off limits",{"type":250,"text":494}," remain passwords, user accounts, firewall and servers. See ",{"type":297,"url":496,"children":497},"\u002Fen\u002Fblog\u002F1st-level-ai-support",[498],{"type":250,"text":499},"Level 1 AI: what it can do, and what it can't",{"type":250,"text":303},{"type":276,"children":502},[503,505],{"type":250,"text":504,"bold":21},"Log:",{"type":250,"text":506}," Every step is in the case, no matter which channel the request came through.",{"type":247,"children":508},[509],{"type":250,"text":510},"So another bot gets no back door, but the same framework that IT has defined for the chat.",{"type":257,"level":25,"children":512},[513],{"type":250,"text":514},"Why not just build a new bot for everything?",{"type":247,"children":516},[517,519],{"type":250,"text":518,"bold":21},"Because the existing bot is often exactly right, just blind.",{"type":250,"text":520}," Many companies have put time and money into their service desk bot, their Teams workflows or their hotline. Employees know the channel. Throwing it away just because it lacks a view of the device would be a waste.",{"type":247,"children":522},[523],{"type":250,"text":524},"Division of labor makes more sense: the existing bot stays the conversation partner, SuperSupport supplies findings and action on the device. If you don't have a bot yet, you use SuperSupport's chat directly.",{"type":257,"level":25,"children":526},[527],{"type":250,"text":528},"Which numbers show whether it works?",{"type":247,"children":530},[531,533,535,540],{"type":250,"text":532,"bold":21},"The same as for any Level 1:",{"type":250,"text":534}," first-contact resolution, escalation rate, reopen rate and the time until the employee can work again. How expensive each escalation is is shown by MetricNet's cost ladder: about $22 per ticket at Level 1, $70 at Level 2, $100 at Level 3 (North America, “Metrics Unleashed: Shift-Left”, 2020). A bot that works with findings escalates less often. More in ",{"type":297,"url":536,"children":537},"\u002Fen\u002Fblog\u002Fhelp-desk-metrics",[538],{"type":250,"text":539},"Helpdesk metrics",{"type":250,"text":303},{"type":257,"level":25,"children":542},[543],{"type":250,"text":544},"Try it yourself",{"type":247,"children":546},[547,549,554,556,561],{"type":250,"text":548},"Already have a bot that talks a lot and solves little? Give it the findings from the device. 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