Recommended Initial Setup
A practical order for configuring and validating the agent.
- Open 'Managed AI' → 'Service Desk IT AI Agent'.
- Confirm that Service Desk V2 is connected under Integrations → Ticket Management.
- Connect Office 365 and/or Google Workspace under Integrations → Automations if those automations are required.
- Open Playbooks and confirm that the required integration-dependent tools are available.
- Create or review playbook Name, Definition, and Trigger.
- Enable Require Approver only for workflows that need authorization.
- Add or review organization-specific content in Repository / AI Training.
- Configure the required Channels.
- Use Try Agent and channel preview to test common IT requests.
- Test a request that should generate a ticket and confirm the same ticket appears in Ticket Management and Service Desk V2.
- Review the Dashboard and Chat History after testing.