Cody Assist
An IT support chatbot built on your runbooks.
An IT support chatbot answers employees’ device, access and software questions from your runbooks and known-issues list, shows the source for every fix and drafts the ticket when a person needs to step in. IT teams use Cody Assist to resolve everyday issues without a ticket queue.
Fixes
It fixes the everyday issues.
Employees describe the problem in plain words and get the fix from your runbooks and known-issues list, step by step.
Sources
Every answer shows its runbook.
Each reply lists the documents it used. One click opens the runbook, with the steps it relied on highlighted.
Clarify
It asks before it guesses.
When a request could mean different things, like a new laptop, Assist asks one question first.
Tickets
It writes the ticket.
In the same conversation, Assist drafts the ticket with the category and the details your team needs.
Handoff
It knows what it shouldn’t do.
Password resets and access changes go to the right channel, with the steps and the contact, instead of a guess.
In practice
What an IT support chatbot handles
Requests people really make, and what Assist does with each one.
The VPN keeps disconnecting
Answers with a sourceGives the fix from the VPN runbook and the known-issues list
How do I set up email on my phone?
Answers with a sourceWalks them through the setup guide
Is this app approved?
Answers with a sourceChecks your approved software list
The printer on floor 3 isn’t working
Answers with a sourceChecks known issues, then gives the fix or the ticket form
How do I join the guest Wi-Fi?
Answers with a sourceAnswers from the network guide
I need a new laptop
Asks a question firstAsks whether it’s broken or an upgrade, then explains the next step
My screen cracked
Takes the next stepDrafts the repair ticket with the details your team needs
Reset my password
Hands off to a personPoints to self-service or the service desk, and never resets it
I think I clicked a phishing link
Hands off to a personGives the first steps and tells them to contact security now
Behind the answers
You choose what it knows and where it stops.
Assist answers only from your IT knowledge, and follows the boundaries you write.
Knowledge5 sources- VPN Runbook.pdf9 pagesSynced
- Known issuesUpdated dailySynced
- Device Repair Program.pdf6 pagesSynced
- Accounts and Passwords.pdf4 pagesSynced
- it.meridian.example120 pagesSynced
AssistantSettingsIT Helpdesk
Instructions
Help employees fix device, access and software issues using only the IT runbooks and policies. Ask one question when a request is unclear. Never reset passwords or change access: point people to the self-service portal or the service desk.
- Knowledge
- 5 sources
- Available in
- Web app and Slack
- Shared with
- Everyone at Meridian
Setup
How to set up an IT support chatbot
Most IT teams start with the known-issues list and the runbooks behind their ten most common tickets.
- 1
Add your documents
Upload runbooks and policies, or add your IT site.
- 2
Create the assistant
Write its instructions, including what always goes to a person.
- 3
Share it with your team
People ask in the web app, in Slack or through a link, and every answer shows its sources.
Results
IT support chatbot metrics to track
The numbers that show whether it’s working for this team.
- Resolved without a ticket
- Issues fixed in the chat.
- Ticket quality
- Tickets that arrive with the category and details filled in.
- Top issues
- What breaks most often, so you can fix the cause.
- Gaps in your runbooks
- Questions it couldn’t answer.
FAQ
IT support chatbot FAQs
Can it reset passwords or change access?
No. Assist answers and drafts; it doesn’t change systems. It points people to self-service or the service desk, which keeps identity checks with your team.
Where do its answers come from?
From the runbooks, policies, known-issues lists and IT pages you add. Each answer lists its sources.
Where can people use it?
In the Cody web app, through a shareable link, embedded in your intranet or site, or in Slack.
Will it see everyone’s documents?
No. Permissions can be set per assistant, so it only answers from the knowledge you assign to it.
Cody Assist
Start with your runbooks.
Start free, add your documents and share the assistant with your team. Every answer shows its sources.