IT help desk buried in repeat questions
"We get the same questions 50 times a day. 'How do I connect to VPN?' 'What's the WiFi password?' 'How do I set up my email on mobile?' Our documentation exists, but nobody can find it—so they just ask us instead."
Instant IT support from your own documentation
IT Knowledge Base Bot creates an always-available assistant trained on your IT guides, setup procedures, and troubleshooting documentation. Employees get instant, accurate answers—with step-by-step instructions they can follow themselves.
Complex issues or system access requests automatically create a ticket with full context for your IT team.
Set up once, deflect thousands of tickets
Connect your IT knowledge
Upload your setup guides, troubleshooting docs, how-to articles, and FAQ pages to JoySuite. Connect your ticketing system for seamless escalation.
Deploy to your channels
Make the bot available in Slack, Teams, or email. Employees can ask questions wherever they already work.
Employees ask, answers arrive
Questions arrive in natural language: "How do I connect to VPN from home?" or "My Outlook keeps crashing"—answered in seconds with step-by-step guidance.
Escalate what matters
Can't self-serve? The bot creates a ticket automatically with the conversation context. IT sees exactly what was tried before reaching out.
Built for IT teams
📸 Visual Instructions
Include screenshots and step-by-step guides. Employees see exactly what to click, not just text descriptions.
🔧 Troubleshooting Trees
Multi-step troubleshooting flows. "Try this first... if that didn't work, try this next..." all automated.
🎫 Smart Ticketing
Auto-creates tickets with full context when escalation is needed. No more "what have you tried?" back-and-forth.
📊 Usage Analytics
See what questions get asked most. Identify documentation gaps and opportunities for better self-service.
Train on your IT content
IT Knowledge Base Bot learns from your existing documentation:
Password & Access Guides
Reset procedures, MFA setup, SSO
Hardware Setup Docs
Laptop, monitor, printer configuration
Network & VPN Guides
WiFi, VPN, remote access setup
Software Tutorials
Outlook, Teams, common apps
Troubleshooting Runbooks
Common issues and fixes
IT Policies
Security requirements, approved software
Adapt for your organization
New Hire IT Setup
Specialized for day-one questions: laptop setup, account access, software installation, and getting started guides.
Remote Worker Support
Focus on VPN, home office setup, video conferencing, and remote access troubleshooting for distributed teams.
Security-First Mode
Emphasize security policies and procedures. Integrate phishing awareness, data handling, and compliance guidance.
Developer Tools
Specialized for engineering teams: dev environment setup, code repositories, CI/CD pipelines, and internal tools.
What you'll get
Here's a real interaction with IT Knowledge Base Bot:
Employee Question
"VPN won't connect from my home WiFi. I keep getting a timeout error."
IT Knowledge Base Bot Response
Let's troubleshoot your VPN connection. Here are the steps to resolve timeout errors:
Step 1: Check your internet connection
- Open a browser and try loading google.com
- If that fails, restart your router first
Step 2: Restart the VPN client
- Quit GlobalProtect completely (right-click tray icon → Quit)
- Wait 10 seconds, then reopen it
- Try connecting again
Step 3: Try a different VPN server
- In GlobalProtect, click the gateway dropdown
- Select "vpn-east.company.com" instead of the default
If none of these work, reply "create ticket" and I'll open a support request with these details already attached.
Source: IT Knowledge Base, "VPN Troubleshooting Guide v2.3"
Who This Is For
IT Help Desk Teams
Support teams overwhelmed by repetitive questions who want to focus on complex issues instead.
All Employees
Anyone who needs IT help and doesn't want to wait in a ticket queue for simple answers.
New Hires
New employees who need help with IT setup during onboarding and have lots of questions.
Remote Workers
Distributed teams who need quick IT support outside normal help desk hours.
Frequently Asked Questions
What is an IT knowledge base chatbot?
An IT knowledge base chatbot is an AI assistant that answers employee IT questions using your existing documentation. It provides instant help for common issues like VPN setup, password resets, and software troubleshooting—reducing ticket volume for your IT team.
How do I reduce IT help desk ticket volume?
Deploy an AI-powered IT Knowledge Base Bot that employees can query 24/7. It answers common questions from your documentation, guides users through troubleshooting steps, and only escalates to human agents when self-service fails.
Can IT bots provide step-by-step troubleshooting?
Yes, JoySuite's IT Knowledge Base Bot guides employees through multi-step troubleshooting flows. It can include screenshots, numbered instructions, and follow-up questions to resolve issues without IT involvement.
How do IT chatbots escalate to human support?
When the bot can't resolve an issue, it creates a support ticket automatically with full conversation context—what the employee asked, what was tried, and what failed. This eliminates 'what have you tried?' back-and-forth and speeds resolution.
What IT questions can AI bots answer?
Common questions include VPN and remote access setup, password resets and MFA configuration, software installation and troubleshooting, hardware setup, WiFi connectivity, and security policy questions.