Configure an agent for helpdesk questions

Use your agent to guide customers through documented checks, then involve your team when a problem needs investigation. An Admin configures the workspace agent. This does not give it device access or install a separate helpdesk system.

Troubleshooting knowledge

Organise sources around the information a customer can recognise:

• The symptom or error message.
• Supported checks and their expected results.
• The point at which a team member should take over.

Keep product-specific instructions in knowledge sources. Guidance should explain how to present them.

Agent setup

1. Add the troubleshooting sources to the workspace's knowledge base.
2. Select the workspace in AI agent and choose tone and answer length.
3. Save Guidance and a realistic Handoff message.
4. Test a documented problem, an unsupported issue and a request for a person.

Example guidance:

Ask which supported product the customer uses before giving product-specific steps. Give one short sequence at a time. Hand unresolved issues to the team.

Team follow-up

Have a colleague continue a test conversation after handoff. They should be able to use the existing thread without asking for information already supplied. Use private notes for internal discussion and snooze unfinished follow-ups when you need to return to them later.

Related guides: Handoff, Testing responses, Conversation statuses.