AI agents for your IT service desk
They classify, resolve and document tickets. In shadow mode first, live when you say so.
Works with your existing ITSM
How it works
What happens when a ticket comes in
Every ticket gets classified automatically
As soon as a ticket comes in, AI determines the category, priority, and the right team. No more manual sorting. No more misrouted tickets. At the right person within seconds.
< 5 sec
average classification time
Every resolved ticket becomes reusable knowledge
After every successful resolution, the system automatically creates a knowledge article. Your staff can add their own expertise. The more knowledge, the more tickets get resolved automatically.
Grows
with every resolved ticket
Shadow mode: let AI watch along without risk
Start with shadow mode. The AI analyzes every ticket and shows what it would do, but changes nothing. You decide when to go live. Per agent, per tool, at your pace.
100%
control over what AI does and does not do
Get started fast
Connect your ITSM/ESM and you're done
Enter your credentials, activate shadow mode, and AI starts analyzing your tickets immediately. No implementation project, no consultants, no weeks of waiting.
5
ready-made agents
8
tools out of the box
15 min
average setup
Supported platforms
+ custom integrations via webhook
Trust
AI that earns trust first
Letting a chatbot loose on your customers is the endpoint, not the start. We flip it around. Agents begin in shadow mode: they write internal notes and only act outward once you see it is right.
Above 80% confidence
The agent sends the reply to the customer itself.
Below 80%
The agent leaves an internal note with its suggestion. Nothing goes out; your team picks it up with a head start.
No usable answer
On a vague ticket it does not guess. It asks for clarification or leaves it with your team.
You decide how much autonomy each agent gets. Trust grows step by step, and a human stays at the wheel.
40%
faster resolution times
24/7
tickets are always processed
€0
implementation costs
Works with your existing ITSM:
Another product we built
Want to automate access management as well? That is ServiceChanger.
Separate product, separate price. Runs on its own or alongside ITSM Autopilot.
While ITSM Autopilot handles tickets, ServiceChanger handles Entra access and licenses. Memberships are assigned automatically by role, department, and location. Licenses follow those memberships and you see per user what is actually used versus paid for.
- Automatic memberships in Entra ID and on-prem AD
- License and contract management tied to memberships
- SSO tracking: who actually uses which license
- Automated Asset Management on Intune (coming soon)
Pricing
Simple and transparent
Run it yourself or have us fully manage it. Your choice.
Billed monthly, VAT added on invoice, cancel anytime
- Unlimited tickets
- Unlimited AI agents
- Many ITSM integrations
- Knowledge base automation
- Shadow mode
We manage and configure the platform for you. Set up the integration once, then it runs automatically.
- We set up the integration once
- Configuration and management by our team
- Advice on client-specific agents
- Monthly reporting
- Ideal when you have no in-house resources
Start with no commitment, no financial strings attached
Blog
Recent articles
What we learn about AI in the IT service desk, ticket automation, and integrations.
Building your 2027 service desk budget line
Build the 2027 service desk budget: fixed costs vs improvement budget, where automation belongs, and reserving room for an AI pilot.
Read more →The EU AI Act and your AI service desk, in practice
What the EU AI Act practically means when you run AI on the service desk: risk tier, transparency, human oversight, logging, and vendor questions.
Read more →How to build the internal business case for an AI service desk
Building the internal business case for AI on the service desk: which costs count, hard vs soft benefits, and using shadow mode as proof.
Read more →Microsoft Copilot vs AI agents on the service desk
Copilot helps a person work faster inside M365. Agentic AI acts on tickets in your ITSM tool. Which one actually shortens the service desk queue?
Read more →What is a Known Error Database (KEDB) and why does it matter?
A KEDB is more than a list of bugs. Learn how it differs from a knowledge base, connects to problem management, and grows automatically from resolved tickets.
Read more →Freshservice vs Zendesk for an IT service desk
Freshservice vs Zendesk compared for an IT service desk: audience, ITIL coverage, knowledge base, automation, integrations, and where AI fits on both.
Read more →FAQ
Frequently asked questions
Full access to everything, no financial commitment. After 30 days, subscribe to keep access.
Freshservice, TOPdesk, and Zendesk are available now. ServiceNow, Jira Service Management, HaloITSM, 4me, and ManageEngine ServiceDesk Plus are coming. Custom integrations via webhook.
Most teams are up and running in under 15 minutes. Connect your ITSM, and the AI agents start processing tickets immediately.
Only when you want it to. Shadow mode lets you review every AI decision before going live. You control which agents and tools are active.
All data is encrypted and isolated per organization. Personal information is automatically detected and masked before storage. Your ITSM credentials are stored in an encrypted vault.
Contact details such as email addresses and phone numbers are automatically removed from tickets before the content reaches the AI. Everything stored in the knowledge base and activity log is anonymized. For organizations with strict privacy requirements, there is an additional setting that prevents AI calls from leaving any content at OpenAI. Names in free-text fields are not automatically recognized; additional arrangements are needed for those cases.
A standard DPA is being prepared for the GA release. ITSM Autopilot is currently in beta. If you need a signed DPA in place for the beta phase, email info@servicechanger.com with your organisation and requirements and we will work something out. A list of where your data is stored and which sub-processors we use lives at /security.
Yes. Each agent has configurable instructions, trigger conditions, and confidence thresholds. You can write behavior rules in plain English.
No. You can cancel monthly with 30 days notice. No long-term contract, no obligations.
After cancellation, all your data is permanently deleted within 30 days. No vendor lock-in, no hidden costs.
Start the 30-day free trial with no commitment, no financial strings attached. If you don't like it, just stop. Your account and data will be automatically deleted.
ITSM Autopilot does this with two of its agents. The Triage Agent classifies every ticket against your own taxonomy, so the dashboard shows which categories and questions keep coming back. The Knowledge Curator turns resolved tickets into knowledge articles, so the next similar ticket gets an answer automatically. On top of that the dashboard shows tool suggestions. They look at patterns in your own categories, count them per unique ticket, and report which action an agent could have carried out if the tool had been available. Accept a suggestion and the full tool is created with its trigger as a match condition, always starting in shadow mode, so you see what it would do before it does anything. It works with Freshservice, TOPdesk and Zendesk.
Agentic AI means specialist agents do the work on a ticket themselves instead of one chatbot holding a conversation. In ITSM Autopilot the Triage Agent classifies, the Service Desk Employee answers from your knowledge base, the Knowledge Coach helps the operator, the Happiness Manager watches for frustration, and the Knowledge Curator writes the knowledge article. Every agent starts in shadow mode, so you see what it would do first.
Yes. We connect to Freshservice over webhook and API and run alongside Freshservice's own AI. Our agents classify tickets and answer them from your knowledge base and service catalog. We are not Freshservice's own AI package and we do not replace it.
EUR 499 per month ex VAT if you run it yourself, or EUR 4,788 per year (EUR 399 per month ex VAT). Unlimited tickets and unlimited AI agents. A 30-day free trial is included and you can cancel monthly. Managed Agents, where we set up the integration and manage the platform for you, is priced on request via info@servicechanger.com.
You can try it yourself for 30 days through sign-up, with no financial commitment. Prefer to be walked through it? Email info@servicechanger.com and we will schedule a walkthrough.
Yes. The Service Desk Employee can send replies to the requester, but only when you switch that on. By default the agent runs in shadow mode: you see the proposed reply in the dashboard and nothing leaves the system. Once you take it live, you decide per tool what it is allowed to do.
Ready to put your IT service desk on autopilot?
Put your team's knowledge into AI agents and let tickets resolve themselves.