Cross-FunctionalIT & Security
IT tickets. Resolved from your own runbooks.
Resolves common internal IT requests — password resets, access requests, VPN issues — directly from your own runbooks and knowledge base, escalating with full context when it can't. Built for IT teams fielding hundreds of internal tickets a week.
Resolves from your runbooks, cited. Built on Sphere AI Foundry.
it_helpdesk — ticket #IT-30184LIVE
00:00Ingest → ticket: VPN connection failing, employee D. Ruizread
00:02Search → runbook + known-issues listpassed
00:03Match → known certificate expiry issue, runbook RB-12passed
00:04Verify → employee device matches affected grouppassed
00:05Resolution → fix steps sent, ticket auto-resolvedsealed
response time 5ssteps cited 1/1IT review spot-checked
Organizations around the world trust us
Built on Sphere AI Foundry·Resolved from your own runbooks·21 years, 300+ clients
Internal IT support doesn't scale with headcount
A single IT ticket means a support technician reading the request, searching the internal runbook or a Slack thread from six months ago, and walking the employee through the fix — one ticket at a time. At low volume that's manageable. Across hundreds of tickets a week as the company grows, it's the reason password resets and VPN issues eat the hours that should go to real infrastructure work.
84%
of routine tickets resolved without a technician vs. manual triage
1
cited runbook step per resolution, on average
100%
of resolutions traceable to a specific runbook entry
Ticket in, cited resolution out
Four steps, every one logged and citable back to your own runbook.
01
Ingest
Reads the ticket directly from your systems
A ticket from your ITSM platform, chat, or email — read with employee and device context. No separate upload step.
Source ticket
IT-30184 — VPN connection failing, D. Ruiz
02
Search your runbooks
Searches your runbooks and known-issues list
Current runbooks, known-issues list, and past resolved tickets on the same symptom — searched together, not from memory.
Example query
"Is this VPN failure a known issue for this employee's device group?"
03
Cite every resolution
No resolution without a citation
Each resolution links back to the exact runbook entry it came from — the citation travels with the fix, not as a separate lookup.
Cited finding
Employee's device is in the affected group for the certificate expiry issue documented in RB-12.
cited to Runbook RB-12, VPN certificate renewal04
Classify & route
One disposition, sent or escalated with context
The agent returns Auto-resolved, Resolved-with-spot-check, or Escalate, sending fix steps directly or routing to a technician with full ticket context.
Disposition
Auto-resolvedResolved — spot-check ✓Escalate to IT
10 fields, every one cited
What the agent returns with every ticket it resolves.
Resolution summary & disposition
Employee & device context
Matched runbook or known-issue citation
Step-by-step fix sent
Prior ticket history on the same issue
Access-request approval status (where applicable)
Escalation recommendation with context
Runbook-gap flag (when nothing covers the issue)
Time-to-resolution
IT spot-check checklist
Typical inputs
What the agent reads, and what it connects to.
Documents
- IT runbooks and known-issues list
- Access-request approval policies
- Prior resolved tickets
Systems
- ITSM / helpdesk platform
- Identity and device management systems
- Chat platform (Slack/Teams)
Is this the right fit?
Built for volume — not a one-off request.
✓ Works best for
- IT teams fielding 100+ internal tickets a week
- Organizations with documented, maintained runbooks
- IT wanting every auto-resolution traceable to a runbook entry
Too small for
- A single VIP request a technician can resolve faster than configuring the match
- Replacing IT judgment on a novel infrastructure issue
- Environments with no maintained runbook to resolve from
Grounded in your runbooks, not a black box
Compliance-first, the same standard every Sphere agent is held to.
The agent resolves only from your documented runbooks and known-issues list — it escalates with full context rather than guessing when nothing covers the ticket. Every auto-resolution is logged for IT to spot-check.
Resolutions reference the specific runbook entry directly — the same audit-trail standard every Sphere agent on the Foundry is held to.
Prerequisites maintained runbooks
Current, documented runbooks are required before the agent will resolve with confidence.
Human review spot-checked
IT spot-checks a sample of auto-resolved tickets — not every ticket requires sign-off, but every resolution is logged.
Source grounding runbook-cited
Resolutions reference the specific runbook entry directly in every ticket.
Foundation Sphere AI Foundry
Access controls and audit trail configured here carry forward to every other agent you deploy.
Frequently asked
Does the Internal IT Helpdesk Agent replace an IT technician?
No. It resolves the routine, well-documented tickets and escalates the rest with full context — a technician still owns anything outside the runbook.
What kinds of tickets does it handle?
Password resets, access requests, and common connectivity issues (VPN, Wi-Fi) out of the box. Additional ticket types can be added during onboarding as your runbooks cover them.
How does it integrate with our ITSM platform?
It reads directly from your ITSM or helpdesk platform, chat, or email — no separate upload step required. Integration scope is confirmed during deployment planning.
Is every resolution traceable to a runbook?
Yes. Every resolution cites the specific runbook entry it came from — there is no fix without a citation back to the source.
How is this different from a generic IT chatbot?
It's built specifically to resolve from your own maintained runbooks with a full audit trail, not general troubleshooting advice. It runs on Sphere AI Foundry, so the access controls and audit trail configured here carry forward to other agents you deploy.
Hear from
our clientsHear from our clients
Lee Ebreo
VP of Engineering at Credit Ninja
These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.
Selah Ben-Haim
VP of Engineering at Prominence Advisors
Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).
Ben Crawford
Senior Product Manager at Enova Financial
I would expect to be delighted. It's been a really positive experience, working with Sphere, and I would expect you to have the same.
Mark Friedgan
CEO at CreditNinja
Sphere consistently prioritizes the needs of their clients, demonstrating both agility and teamwork. As an offshore team, they have been an integral part of our organization and we plan to continue growing with them.
René Pfitzner
Co-Founder at Experify
Sphere provided excellent full-stack development manpower to augment our team and help push our product forward. They are easy to work with, tech-savvy and proactive.
Bruce Burdick
Chief Information Officer at Integra Credit
We've been working with Sphere and its excellent consultants since our founding. I've found that they are true partners in the success of our business.
Jemal Swoboda
CEO at Dabble
The resources and developers that Sphere Software provides are skilled and have the required technical expertise, but more importantly, they have helped us build a culture of excellence within our team.
Arthur Tretyak
Founder and CEO at IntegraCredit
With Sphere, we were able to migrate in half the time it would take to train an additional FTE… and for a fraction of the cost. Our experience with Sphere has been exceptional.
Lee Ebreo
VP of Engineering at Credit Ninja
These things would not have been achievable if we did not build our own in-house system and if we did not partner with Sphere to help us achieve our goals.
Selah Ben-Haim
VP of Engineering at Prominence Advisors
Our experience with Sphere and their team has been and continues to be fantastic. We keep throwing new projects at them, and they keep knocking them out of the park (including the rescue of a project that was previously bungled by another vendor).
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See it on your own ticket queue
Bring a real slice of your ticket queue to the demo. We'll show the resolution live — the matched runbook, the citation, and the fix, on your own tickets.
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