For IT teams tired of being interrupted for solvable problems

IT isn’t solving problems — it’s repeatedly rediscovering instructions

Employees don’t open tickets first. They message someone they know. The instructions already exist — they’re just scattered across portals nobody opens. ChatGridAI answers inside Teams so IT can stay in flow.

#ask-it — Your Company
AT
Alex T.
Hey @IT — Salesforce keeps throwing an auth error. Can’t log in since yesterday.
9:13 AM
JK
James K. (IT)
Hey Alex — which browser? And did it start after the Windows update this morning?
9:31 AM
AT
Alex T.
Chrome. Yeah, started after I rebooted this morning.
9:32 AM
JK
James K. (IT)
Third one today with this. There’s a fix in the IT runbook but nobody can find it…
9:47 AM

Think of the last time you answered a question that was already documented

Try it now (10 seconds)
Sound familiar?

The most frequent IT requests in companies

I can’t login to my account
VPN not working again
Is this email spam?
Why is my laptop so slow?
How do I get access to X system?
How do I set up my printer?
Can you install this software for me?
How do I set up two-factor auth?
My password expired, what do I do?
The shift

What changes when your runbooks can answer

Today

IT keeps getting interrupted for problems the docs already solve

  • Engineers break focus to answer the same VPN question every Monday
  • Context switches cost 15–30 minutes of deep work to recover from
  • Runbooks live across ServiceNow, Confluence, and last year’s email thread
  • Employees open a Slack DM before ever checking documentation
  • IT’s hardest problems compete with its most repetitive ones
With ChatGridAI

Employees self-serve from runbooks — IT focuses on real problems

  • Employee asks in Teams, gets step-by-step guidance with a policy link
  • IT stays in flow — only escalated issues require real attention
  • Runbook updates reflect instantly in all future answers
  • Complex tickets get IT’s full attention, not routine lookups
  • Every answer cites the source — employees know where to look next time
Live demo

Try it — this is what your IT assistant would look like

🔒 Answers only from your uploaded runbooks and policies — nothing else

This demo uses sample IT runbooks — your answers will look the same, just with your actual documentation.

Your IT Helpdesk Assistant

Preview · Powered by ChatGridAI
VPN keeps disconnecting every hour
IT Runbook → Remote Access & VPN (p. 4)
Hourly disconnections are usually caused by idle timeout settings in Cisco AnyConnect or a MTU mismatch on the local network. A couple of quick questions to narrow it down:

1. Which OS? (Windows 10/11, macOS)
2. Is it dropping exactly on the hour, or randomly?

If it’s exactly on the hour, the fix is almost certainly the idle timeout setting in AnyConnect — that’s the most common cause and you can fix it yourself. If it’s random, it’s more likely a network issue at your end.

Note: If you’re on a company-managed device, the AnyConnect settings may be locked — in that case IT will need to push the change remotely.
Windows 11, exactly on the hour. Fixed! Never thought to check the timeout settings.

This is usually the moment IT stops getting interrupted for this

Most teams start with their most common ticket:

🔍
Starts in a private IT channel until you’re comfortable
🔒
Answers only from your uploaded runbooks — never hallucinated
📄
Every answer links to the source document
💬
Lives inside Microsoft Teams — no new tools to install
🛡
IT admin controls which docs are indexed and who can access
↩
Fully reversible — disable or remove in one click
👥
No employee data collected — only reads your uploaded docs

What happens after you enable it

1
Day 1
Upload your IT documentation
Runbooks, setup guides, access request policies, troubleshooting playbooks. Takes 5 minutes.
2
Day 2
IT team tests it in a private channel
Run your most common tickets through it. Verify accuracy and add any missing docs before opening to employees.
3
Week 1
Repetitive tickets drop noticeably
The password resets, VPN questions, printer setups that used to interrupt IT now get answered automatically.
4
Week 2+
IT focuses on real engineering problems
Employees self-serve on Tier 1 issues. IT’s attention goes to tickets that actually need human judgment.

The interruptions IT sees most

Password resets VPN issues Software access Printer setup Phishing reports 2FA setup

These 6 categories cover 65–80% of repetitive IT requests in most companies. If your runbooks address them, the assistant works on day one.

The context switch cost

15–30 min

That’s how long it takes to regain deep focus after an interruption. IT doesn’t hate the volume — it hates the context switching. Even 2–3 interruptions per day can consume an entire afternoon of real work.

Test your most common IT ticket

Most IT teams start by running their top 5 repeat tickets through the demo.

Try a real ticket from this week

You can test it privately before employees see it.

You’ve seen enough to test it in 2 minutes.

Try the ticket that interrupted you last
For those evaluating solutions in detail
Why this happens (optional reading)

Why employees message IT instead of reading the runbook

💬

Asking is faster than finding

Typing “@IT” in Teams takes 3 seconds. Finding the right section in a Confluence runbook takes 10 minutes — if you can find the right page at all. People optimize for speed.

📂

Instructions live in too many places

ServiceNow, Confluence, SharePoint, the IT team’s shared Drive, that one email from 2022. Nobody remembers which portal has the VPN setup guide for macOS.

🔒

People aren’t sure if docs are current

A guide on Confluence from 18 months ago might reference the old VPN client. Asking a human feels more reliable than a document you’re not sure is still accurate.

These are rational behaviors. The fix isn’t training employees to search better — it’s making your runbooks answer directly where they already ask.
The hidden cost

IT interruptions have a real engineering cost

Most IT teams track tickets — but not the interruptions that never become tickets. The math adds up fast when each context switch costs more than the question itself.

25–60
informal IT interruptions per month
in a typical 100-person company
15–30 min
to regain deep focus
after each interruption
10–25 hrs
of IT engineering time lost monthly
to interruptions docs could have handled
Does this describe your team?

Signs your IT team needs a helpdesk assistant

If 3 or more apply, ChatGridAI can help.

  • ✓ Employees message IT directly instead of opening a ticket
  • ✓ The same VPN or password question comes up multiple times a week
  • ✓ Your runbooks exist but nobody can find them in Confluence
  • ✓ IT gets @mentioned for things that are already documented
  • ✓ New hires DM IT for setup questions in their first two weeks
  • ✓ IT answers the same question it answered last week
  • ✓ Your access request process isn’t followed consistently
  • ✓ You’ve pinned the IT guide in Teams more than once