Vantage IT Desk
An internal IT support chatbot that resolves password resets, access requests, and common troubleshooting without opening a ticket.
Industry
Technology & SaaS
Timeline
9 weeks
Team
2 engineers
Category
AI Chatbot
Where things stood
Vantage's two-person IT team was buried in the same handful of password-reset and access-request tickets every week, leaving little time for actual infrastructure work.
How we got there
Scoped self-service actions
Built the assistant to actually perform password resets and standard access requests through Vantage's identity provider, not just explain how to do it.
Troubleshooting grounded in internal docs
Indexed Vantage's internal IT wiki so common troubleshooting questions get answered from documentation that's actually current.
Ticket creation for anything else
Anything outside the defined self-service actions creates a scoped ticket with context already attached, instead of a blank ticket IT has to chase down details for.
What changed
~50%
Of IT tickets resolved without a human touching them
<1 min
Average time to resolve a password reset request
2-person
IT team freed up for infrastructure work
Tech stack
Claude API
Understands the request and decides whether to act directly or create a ticket.
RAG
Grounds troubleshooting answers in Vantage's actual internal IT documentation.
Okta API
Executes password resets and access changes directly through the identity provider.
Node.js
Orchestrates the assistant's actions and the ticket-creation fallback.
PostgreSQL
Logs every action taken for IT audit.
Slack API
Delivers the assistant directly inside the Slack workspace employees already use.
