What iSolve.IT does

Web chat

Browser interface with login via a one-time code. Ongoing conversations and tickets in the sidebar. Answers appear as streaming text. Files and screenshots via drag & drop.

Messenger integration

Supported are Microsoft Teams, Slack, Zulip, Telegram, and Rocket.Chat. Attachments are sent along as a messenger file.

• /new, start a new conversation
• /issues, show your own tickets
• /status <ticket no.>, check the status of a ticket
• /solved, mark the current conversation as solved

System profile

The stored description of the customer's IT environment. It is evaluated on every request so that answers match the specific version and configuration state.

• Operating system, Office versions, mail and authentication system, domain, VPN
• Network drives, printers, standard software
• Your own notes and specifics

Company knowledge base

Manually maintained articles from the IT department as well as automatically generated articles from solved cases (see section 03).

Live status

Microsoft 365 and business applications configured on the customer side are checked every 5 minutes. In the event of an active outage, the notice is included in affected answers.

Specialized assistants

Requests are routed internally to the right assistant: action, ticket, and escalation assistant as well as specialists for Office topics and general IT. Off-topic requests are declined.

Automatic article drafts

When a conversation is marked as solved or a ticket is closed, the system generates an article draft. Personal data (names, email addresses, IP addresses, identifying timestamps) are removed before storage.

Solution review

Admins see each draft next to the underlying conversation and decide with a click to approve or discard. Duplicates are detected automatically. A badge in the sidebar shows the number of open drafts.

Supported systems

All systems run through the same approval and audit system:

• Microsoft 365 / Entra ID — groups, licenses, MFA reset, user creation, devices (wipe / retire)
• Exchange Online — distribution lists, mailbox delegation, auto-reply
• Google Workspace — feature set analogous to Microsoft 365
• Active Directory — via a secure local SSH proxy
• Linux — user management via a secure local SSH proxy
• Synology NAS — users and groups
• Adobe Admin Console — enterprise users and product profiles
• Jira — user and group management
• Jamf Pro — Apple device management (macOS, iOS)
• Slack — users, groups, and channels
• Zulip — administration

Composite workflows

Several actions can be executed as a composite workflow:

• clone_user, create a new user with the permissions of a specified template person, in all activated systems
• onboard_user, create a new user based on a role template
• offboard_user, reversible offboarding in two phases: immediate lockout with session revocation, out-of-office message, and mailbox delegation; after 30 days, return of the license and conversion into a shared mailbox
• schedule_onboarding, planning around the start date with a hardware ticket and automatic provisioning

Governance

Rules control who may approve which actions:

• Owner fast-track, owners of a group or resource approve requests to it directly
• M-of-N, multi-approval (e.g. two of three) for sensitive actions
• Strict mode, no admin override; only the responsible person decides
• Allowlist mode, only rule-covered requests are accepted
• Four-eyes principle, no one approves their own request
• Security-critical actions (MFA reset, device wipe, account lifecycle, password, mailbox delegation) in strict mode out of the box

Contents of a template

Access per system (groups, distribution lists, licenses per provider), equipment (target operating system, hardware, applications), and MDM groups for automatic software rollout via Entra groups.

Selection from connected systems

During maintenance, groups and licenses are loaded directly from the connected systems, including current usage (e.g. "7 of 25 in use").

Inheritance

A role template can reference a base template, for example a standard template with apps and access that all employees receive. The derived role carries only the deviations. Lists are merged, access per system is combined.

PowerShell script generation

A template can contain a step list, from app installations to your own PowerShell code. From this the system generates a PowerShell + winget script for IT to run on the Windows machine. The server does not run the script itself.

Availability checks

Tools are stored per business process. One check per tool: HTTP, TCP port, UDP probe, or ping. Internal services behind the firewall are reached via the local SSH proxy. Check interval: 5 minutes.

Microsoft 365 service health

The official Microsoft service health for Exchange, Teams, SharePoint, and Entra is queried every 5 minutes. In the event of a reported outage, the notice is included in answers about affected services.

When a ticket arises

On being marked "not solved", on active escalation by the employee, or on manual creation by an admin. Conversations closed due to inactivity do not create a ticket.

• Title, description, interactive to-do list, responsibility, due date
• Status: Open → In progress → Done
• Two views: list or board (Trello style), status change via drag & drop
• Comments are delivered through the employee's original channel (web or messenger)

Handover by email

Via named email targets (a person or a team), iSolve.IT hands over steps that can't be automated to the responsible party by email or asks a follow-up question — traceable and without a media break.

Admin takeover

Admins can follow along in ongoing conversations and take them over. During the takeover, iSolve.IT pauses. The employee sees the answers with the sender marking "Staff". A typing indicator shows that an answer is being written.

Inactivity detection

After 15 minutes without a reply, a follow-up with yes/no buttons is posed. After 1 hour, a notice about the planned closure in 24 hours follows. After about 25 hours, the conversation is closed automatically. No ticket arises.

Passwordless login

Login via a one-time code to the company email address. Session duration: 7 days. Web chat access requires a login. An optional allowlist limits the permitted email domains.

Encrypted credentials

Credentials for connected systems (Microsoft 365, Google, Exchange, Adobe, Active Directory, Linux, Synology, Jira, Jamf Pro, Slack, SSH proxy, messenger) are stored encrypted in the database.

Audit log

Logged are ticket actions, user and role changes, login events, connection changes, approval decisions (with a note on read action, owner fast-track, or classic approval), on- and offboarding workflows, as well as conversation takeovers.

Single-tenant per customer

One installation per customer, without data mixing between customers. Cloud operation in German data centers or self-hosting by the customer. Delivered as a Docker container.