Copilot

AI for ITSM with Microsoft Copilot

All AI in ITSM360 runs on Microsoft Copilot and Microsoft Cognitive Services. Your service data sits in your tenant, so Copilot works on it under each user's own permissions, together with documents, mail and Teams.

HappyHelper agent for end users

Copilot agent for service desk staff

Smart Resolve proposes the solution and runbook

One AI, licensed once from Microsoft

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The Copilot agent for service desk staff, inside a ticket.

Key capabilities

In G4 the AI assistant sits next to the agent's work and sees the same tickets, tasks and notes. Employees get complete self-service in the Copilot chat, and it grows along with Microsoft's AI.

HappyHelper for end users
In Teams and Self-Service it searches knowledge, creates incidents, shows the user's own assets and service status, and escalates to an agent.
Copilot agent for the service desk
Inside the Service Desk app the agent suggests solutions from knowledge and earlier tickets and helps create records.
Smart Resolve
Finds closed tickets with a similar subject, proposes the likely solution from their closure notes and points to the runbook that applies it.
Workspace AI
In My Workspace the assistant gives context-aware recommendations on the same tickets, tasks and notes the agent sees.
Two-way translation
Built on Microsoft Translator and Power Automate. It detects the language of a request, translates it for the agent and translates the answer back.
Your permissions, your tenant
Copilot works on service data under the user's existing permissions, without copying it to another platform. We run no AI models of our own.
Dashboards with Copilot in SharePoint
Prompt Copilot in SharePoint to build an HTML dashboard on ITSM360 data, then embed it in My Workspace.