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AI Helpdesk: Automate Your IT Support with Helpy
A company’s IT support team spends most of its time handling repetitive requests: forgotten passwords, VPN access, email issues, and account unlocks. An AI-powered helpdesk handles these requests automatically, 24/7, freeing up your technicians to focus on what really matters.
At IT Systèmes, we’ve developed Helpy, our AI helpdesk agent. We use it in our own managed services operations, where it resolves 80% of Level 1 tickets on its own. Before offering it to our clients, we tested it in our own operations for months. Helpy isn’t just another chatbot: it’s an agent that understands the request, retrieves the answer from your database, and performs the action in your information system.
Our AI-powered helpdesk solution for IT support
An AI agent that solves problems, not just answers questions
Artificial intelligence integrated with your existing helpdesk
A knowledge base derived from your real-world context
Always available, at no additional cost
Sovereignty and Compliance
Supervision and continuous improvement
Why choose Helpy for your AI helpdesk
- 16 years of IT outsourcing. Helpy was born out of our day-to-day IT support experience since 2010, not in a lab. It is based on tens of thousands of real-world support tickets.
- A real agent, not a chatbot. Up to 80% of Level 1 tickets resolved independently, with actions performed directly in your system.
- Native integration with Microsoft Teams, GLPI, ServiceNow, Freshdesk, Jira, Active Directory, and your business tools.
- You retain ownership of your knowledge base, prompts, and data. Full reversibility.
- Hosting in France, compliance with the AI Act and GDPR, ISO 27001 certification.
- Public price: €9 per user per month, all-inclusive, with no minimum contract term.
- A team of senior developers for integrations—not some slapdash low-code solution that breaks in production.
Review of your tickets and identification of cases that can be automated
Structuring the knowledge base
Integration with your information system
Phased rollout
Supervision and continuous improvement
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FAQ — AI Helpdesk
What is an AI helpdesk?
An AI helpdesk is a support solution that uses artificial intelligence to automatically process user requests. Unlike traditional helpdesk software, which simply organizes tickets while waiting for a human to handle them, an AI helpdesk understands the request, formulates a response, and—in the best solutions—directly performs the action (resetting a password, unblocking access, opening a ticket). Helpy, our AI agent, resolves up to 80% of Level 1 tickets without human intervention.
What is the difference between a traditional help desk and an AI-powered help desk?
A traditional helpdesk manages the workflow: it creates tickets, sorts them, and tracks them. But each issue is still resolved manually by a technician. An AI helpdesk handles part of the workload: it autonomously processes recurring and well-documented requests, and only escalates complex or sensitive cases to a human. The former helps you manage support; the latter takes over part of it.
Will an AI helpdesk agent replace my technicians?
No. Helpy handles the routine, routine tasks associated with support tickets, freeing up your technicians to focus on complex issues, projects, and security. For all sensitive actions, the agent makes a recommendation and a human validates it. In our experience, this improves technician retention: it’s easier to retain someone who is entrusted with interesting tasks than someone who spends all day resetting passwords.
What tools can my AI helpdesk integrate?
Helpy integrates natively with Microsoft Teams, GLPI, ServiceNow, Freshdesk, Jira, Zendesk, as well as Active Directory and Azure AD. For specific business tools or ITSM solutions not listed here, our team can develop a custom connector.
How much does an AI helpdesk solution cost?
Helpy is available for €9 per user per month, all-inclusive: the agent, hosting, integration with your IT system, knowledge base enrichment, monitoring, and updates to business rules. Not included are your Microsoft 365 licenses (if you don’t already have them) and the initial setup fee, which is determined based on the scope of your project. This is a public rate with no minimum contract term.
How long does it take to set up an AI help desk?
It takes four weeks to see the first automated responses, and eight to twelve weeks to achieve a 60% to 80% self-service resolution rate. The key factor isn’t the technology, but the initial state of your knowledge base, which we begin structuring in the first few weeks.
Is the AI helpdesk compliant with the GDPR and the AI Act?
Yes. Helpy is hosted in France, with an on-premises option available for the most sensitive data. No data is used to train third-party models. IT Systèmes is ISO 27001 certified, AI Act compliant, and CIR-approved.
Does Helpy work for external customer support or only for internal IT support?
Helpy is designed for internal IT support (employee requests regarding workstations, access, and applications). This is where its understanding of your IT infrastructure and its ability to take action make all the difference. The system can be adapted to other types of support; we can discuss this based on your needs.