TodaysBruIT Help Desk Automation: How AI Handles 25 Everyday Requests
We sent 25 everyday IT requests to TodaysBru’s live chat, one message each, with no coaching afterward. Here is what employees saw.
· 4 min read · The TodaysBru teamThe requests covered troubleshooting, account recovery, software and access requests, onboarding, security, and an office outage. Four things stood out:
- Answers followed account settings. Two employees asked about a forgotten Microsoft 365 password and got different answers because their accounts were set up differently.
- Approval rules showed up in the reply. Employees learned what to provide and who needed to sign off before they had to ask.
- Urgent problems were treated as urgent. A password typed into a suspected phishing page got containment steps, not just a reset link.
- Unclear requests got questions, and unknowns got honesty. TodaysBru asked what was failing, and said so when it didn’t recognize an error code.
Same question, different answer
Two employees asked for help with a Microsoft 365 password. The first had self-service reset enabled and a registered verification method, so TodaysBru sent them to Microsoft’s reset page and explained the verification step. The second didn’t have self-service reset, so TodaysBru explained that an agent would verify their identity and reset it through the approved process.
Each employee got the recovery path that actually exists for them.
Policies at the point of asking
A request for a paid diagramming license brought back the details IT needs (software, business need, quantity, cost, cost center, date) and the approvals required: manager, budget owner, then Endpoint IT. A Finance folder request asked for justification and access level, then explained the resource-owner approval. A request to disable a departing colleague’s accounts was stopped at the boundary: verified HR authorization was required.
When an employee asked about a new starter arriving Monday, TodaysBru offered the Employee onboarding form right in the chat.
Everyday fixes, urgent reports, and shared outages
- Everyday issues (OneDrive paused, Slack notifications, camera and microphone, printers, Mac connectivity) got practical steps matched to Windows or Mac, plus when to ask an agent.
- “It does not work. Can you fix it?” got three questions: what’s failing, what happened, and which device.
- The phishing report got instructions to stop interacting with the message, use the official portal, and preserve the email, plus a note that changing the password alone might not contain the incident.
- Eight people losing connectivity prompted questions about location, timing, symptoms, and impact, treating it as a shared network problem rather than eight separate ones.
Your setup shapes the answer
On an ongoing VPN issue, our first reply suggested generic protocol and server changes because the software catalog had no entry for the VPN client. After we added Zscaler Client Connector 4.5, the reply named Zscaler, acknowledged the troubleshooting already done, and pointed to the open ticket and its Network IT owner.
Two setup notes from the test:
- Record the software you actually use, and keep ticket history available. That is what made the VPN answer specific.
- Check your form matching. A contractor’s laptop request was offered the new-employee onboarding form, so review which requests map to which forms.
What this measures
This shows what employees were told and shown. It doesn’t measure completed repairs.
Try it with your team
Bring your support procedures, approval rules, software catalog, and everyday IT questions. See how TodaysBru can help employees take the next step.
Download the 25-scenario workbook to see the questions, responses, and which requests called for human help.