Auto-triage
Requests are classified and routed instantly, so nothing sits unassigned in a queue.
Operations & delivery
Support that scales, without the queue
Onita gives your IT and internal-support team AI agents that triage every ticket, resolve the routine ones from your own knowledge, and hand the rest to a person with the context already gathered.
Definition
What is Onita for IT & Support?
IT and support with Onita is an AI workforce that handles the front line of internal requests — triaging, answering from your knowledge base, and automating routine fixes — so your specialists spend time only on the cases that need them.
- Triage Agent
- Support Agent
- Knowledge Agent
The shift
From it & support that drags to it & support that runs itself
The old way
- Tickets pile up in a shared queue
- The same questions answered over and over
- Context gathered from scratch on every escalation
- After-hours requests wait until morning
The Onita way
- Every ticket triaged and routed on arrival
- Routine requests resolved from your knowledge
- Agents hand off with the full picture attached
- Agents respond around the clock
How Onita solves it
Three ways your it & support changes
Instant triage
Every request is categorized, prioritized, and routed the moment it lands — no manual sorting.
Answers from your knowledge
Agents resolve common questions and how-tos straight from your own documented knowledge base.
Warm handoffs
When a human is needed, the agent hands over with history, context, and a suggested next step.
AI workflow
A ticket, resolved
- 1Request
Someone submits an IT or internal-support ticket
- 2Triage Agent
Classifies, prioritizes, and checks the knowledge base
- 3Support Agent
Resolves routine issues and confirms with the requester
- 4Specialist
Takes complex cases, context already gathered
- 5Knowledge Agent
Turns the resolution into a reusable answer
3 agents at work
What you get
Built to carry the work, not just track it
Self-serve resolution
Agents answer common questions from your knowledge, deflecting routine tickets entirely.
Routine task automation
Access requests, resets, and provisioning run as workflows with approval where you need it.
Knowledge that grows
Every resolved case becomes a documented answer, so the system gets smarter over time.
70%
of tickets auto-resolved
5x
faster first response
24/7
coverage
Our internal support queue used to be a bottleneck. Now agents clear the routine tickets instantly and our specialists only see the ones that truly need them.
Explore related solutions
IT & Support, answered
Can agents answer from our own documentation?
Yes. We connect your knowledge base so agents resolve requests using your real, approved answers — not generic ones.
What happens with complex issues?
Agents handle the routine work and escalate anything complex to a specialist, handing over full context and a suggested next step.
Can it automate routine IT tasks?
Yes — access requests, provisioning, and resets can run as workflows, with approval gates wherever you require them.
Is it secure?
Agents operate within scoped permissions, every action is logged, and sensitive steps require human approval.
Put an AI it & support team to work
Book a demo and we'll design, build, and run the agents for it & support around how your business already operates.