How Professr Solv Reduced IT Support Ticket Resolution Time by 30% Inside Microsoft Teams
At-a-Glance
Intelegain IT Operations — managing global IT service desks, infrastructure access, and hardware/software requests for hundreds of consultants.
CHALLENGE:
Support desks were bogged down by hundreds of manual tickets weekly for password resets, VPN configurations, and software licenses. Disjointed ticketing portals caused high friction, slow updates, and delayed resolution.
SOLUTION:
Intelegain developed Professr Solv, an enterprise-grade AI support assistant built directly inside Microsoft Teams using Microsoft Foundry, the Python Bot SDK, and Azure Entra ID role-based access control.
RESULTS:
End-to-end ticket resolution time dropped by 30%, 70% of routine L1 support inquiries were resolved in seconds via conversational chat, and employee satisfaction reached an all-time high.
The Challenge: Eliminating Helpdesk Friction in a Fast-Paced Remote Workforce
In a distributed enterprise environment, technical downtime directly impacts client billing and project velocity. Intelegain’s internal IT helpdesk managed thousands of tickets every month, handling everything from routine password resets, cloud VM provisioning, and IDE license allocations to complex network diagnostics.
Employees found traditional web-based support ticketing systems clunky and slow. Raising a ticket required navigating external portals, re-authenticating, filling out extensive forms, and waiting hours for an initial triage response. When status updates were delayed, users resorted to direct Slack/Teams messages to IT staff, creating chaotic, untracked work streams.
At the same time, IT technicians spent a substantial portion of their shifts answering the same repetitive questions, manually routing tickets, and looking up user hardware specs—leaving little bandwidth for proactive infrastructure hardening and security initiatives.
High user friction caused by external ticketing portals, leading to unlogged, informal support requests.
Helpdesk technicians overwhelmed with repetitive Level-1 queries (VPN, password resets, access permissions).
Slow resolution turnaround for urgent operational requests due to manual triage and assignment bottlenecks.
Strict security requirements prohibiting unauthenticated or unprivileged access to internal corporate credentials.
Why Intelegain Was Chosen
Intelegain engineered Professr Solv to meet enterprise ITSM demands directly where employees spend their entire workday—within Microsoft Teams.
Implementation: The Intelegain Approach
Professr Solv was delivered within an 8-week rapid enterprise lifecycle:
Phase 1: IT Knowledge Base & Policy Vectorization
We mapped and indexed IT standard operating procedures (SOPs), hardware inventories, software license guides, and network troubleshooting documentation into a secure Azure vector database.
Phase 2: Teams Bot Interface & Entra ID Security
Using Microsoft Bot Framework and Python, we built the conversational Teams bot. Microsoft Entra ID authentication was configured to automatically recognize user identity, department, and role permissions upon interaction.
Phase 3: Automated Remediation & Ticket Escalation
We integrated backend Power Automate flows and Azure automation runbooks for instant self-service ticket resolution. For unresolved complex issues, the bot compiles diagnostic telemetry and escalates the ticket directly to senior engineers on Teams.
Measurable Results & Business Impact
Reduction in average ticket resolution turnaround time
Level-1 helpdesk requests resolved instantly via autonomous chat
External portal logins eliminated — 100% managed inside Teams
Positive internal employee satisfaction score across IT support
Professr Solv transformed internal support operations. Employees simply open Teams, describe their issue in plain language, and receive immediate resolution—whether it is an instant Active Directory unlock, VPN config guide, or a raised ticket. IT technicians eliminated hundreds of hours of manual triage, focusing their energy on high-priority infrastructure and cybersecurity initiatives.
Project Details
Intelegain IT Operations (Internal)
Global (US & India)
Recruitment
Professr Solv Microsoft Teams Support AI Agent
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