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ProcedureDeterministic AgentsMarketplace

By department

  • ITAccounts, access, helpdesk requests
  • Security & ComplianceAccess reviews, evidence, audits
  • Finance & AccountingInvoices, billing, month-end close
  • Sales & RevOpsCRM to ERP, orders, quotes
  • OperationsOrders, deliveries, dispatch
  • HR & PeopleOnboarding and offboarding
See every use case

By industry

  • HealthcareReferrals, eligibility checks, EHR entry
  • 3PL and warehousingPDF orders, WMS entry, client billing
  • Freight and truckingRate confirmations, carrier checks, TMS
  • Fuel and convenience storesStore staff, POS IDs, back office
  • ConstructionJob setup, subcontractor insurance
  • Manufacturing and distributionPO entry, supplier dates, legacy ERPs
  • Accounting firmsMonth-end across every client file
  • Field services and tradesService calls to jobs to invoices
See every industry
Security
Log inBook a Demo
  1. Home
  2. Use cases
  3. IT helpdesk automation

Automate IT helpdesk requests from Teams and your ticket queue

Stepwork runs the requests your helpdesk repeats, from password and MFA resets to licenses and mailbox access, from a Teams message or a ticket, the same way every time.

Shaun MacLellanFounder

Book a DemoSee the procedures
Use case
Helpdesk & requestsIT
Best for
IT Manager, IT Administrator, Helpdesk Technician
Applications used
  • Microsoft Teams
  • Microsoft Entra ID
  • Microsoft 365
  • Freshservice
Business outcome
About 9 hours a week back on routine requests

The problem

The same five requests fill the queue every day

Password resets, MFA lockouts, license requests, group access, mailbox access. Each one takes a few minutes in an admin center, and each one waits in the queue until someone gets to it.

The steps live in people's heads, so they run a little differently every time. Some resets skip the identity check, some licenses get bought while a free seat sits unused, and nobody can say afterwards who approved what.

Deterministic agents

The math

What the manual version costs an IT team

Example volumes for a company of about 300 people with a small IT team. Swap in yours.

The manual taskTimes a weekMinutes eachHours a week
Reset a password or MFA2583.3
Check seats and assign a license10122
Add someone to a role's groups8202.7
Give someone shared mailbox access680.8
Hours a week
8.8
Hours a year
440
Of one full-time person
22%
Example volumes, not a customer's numbers. Minutes are the typical time to do each request by hand, including finding the ticket and replying. Hours a year assume 50 working weeks.

Example procedures

Four helpdesk procedures, card by card

Each one starts from a Teams message or a ticket, takes the path its rule picks, and records the run. Swap in Slack, Okta, or your helpdesk and the steps stay the same.

Verified password and MFA reset in Microsoft Entra ID

Someone asks IT for a reset in Microsoft Teams. The manager confirms it's real, then a rule sends it down the MFA path or the password path in Microsoft Entra ID, and both paths reply in the same thread.
  • Microsoft Teams
  • Microsoft Entra ID
Swap in your systemsThe steps stay the same. Only the screens change.
Accounts
Team chat
Verified password and MFA reset in Microsoft Entra ID
Webhook
Microsoft Teams

Reset request in the Microsoft Teams IT channel

message · IT help

Output variables

  • requester_email
  • reset_type
Extraction
Microsoft Entra ID

Look the user up in Microsoft Entra ID

Input variables

  • requester_email

Extracted variables

  • user_account
  • manager_email
Execution
Microsoft Teams

Ask the manager to confirm in Microsoft Teams

Input variables

  • manager_email
  • requester_email

Output

  • confirmed
Rule logic

Which reset was asked for?

Input variables

  • reset_type

Paths

  1. If reset_type is MFAThen: Reset MFA in Microsoft Entra ID
  2. OtherwiseThen: Reset the password in Microsoft Entra ID
Execution
If MFA reset
Microsoft Entra ID

Reset MFA in Microsoft Entra ID

Input variables

  • user_account

Output

  • reset_result
Execution
If password reset
Microsoft Entra ID

Reset the password in Microsoft Entra ID

Input variables

  • user_account

Output

  • reset_result
Execution
Microsoft Teams

Reply in the Microsoft Teams thread

Input variables

  • reset_result

Drag to explore · pinch to zoom

Step by step

  1. 1
    Someone asks in Microsoft Teams
    A teammate posts in the IT channel that they need a password reset or an MFA reset. That message starts the run with who asked and what they need.
  2. 2
    Stepwork finds the account
    It looks the requester up in Microsoft Entra ID by email and reads back their account and their manager. If no account matches, the run stops instead of guessing.
  3. 3
    The manager confirms
    Before anything changes, Stepwork asks the manager in Microsoft Teams to confirm the request is real. Resets are a common way into an account, so this check comes first.
  4. 4
    The rule picks the reset
    The Rule card reads what was asked for. MFA requests take the top path; everything else is a password reset.
    • If MFA resetReset MFA in Microsoft Entra ID
    • If password resetReset the password in Microsoft Entra ID
  5. 5
    MFA gets reset
    On the MFA path only, the recorded flow makes the user register MFA again at their next sign-in.
    Only on this path: If MFA reset
  6. 6
    Or the password does
    On the password path, the recorded flow sets a temporary password that has to be changed at the first sign-in.
    Only on this path: If password reset
  7. 7
    The thread gets the answer
    Both paths end here. Stepwork replies in the original thread, and the run record keeps who asked, who confirmed, and which reset ran.

Watch it run

Video coming soon

Field map

FromTo
Microsoft TeamsRequester's emailMicrosoft Entra IDUser search: sign-in name
Microsoft Entra IDProfile: managerMicrosoft TeamsConfirmation message: to
Microsoft TeamsReset asked forMicrosoft Entra IDReset MFA or reset passwordThe rule picks which

License request with a free-seat check

A license ticket is checked against the seats you already pay for. Buying a new one takes an approval; a free seat goes straight to the assignment.
  • Freshservice
  • Microsoft 365
  • Microsoft Teams
Swap in your systemsThe steps stay the same. Only the screens change.
Helpdesk
Team chat

Step by step

  1. 1
    The ticket comes in
    A license request lands in Freshservice with who needs it and which license. That ticket starts the run.
  2. 2
    Stepwork checks for a free seat
    It opens the Microsoft 365 admin center and counts unassigned seats of that license, so nobody buys a seat you already have.
  3. 3
    The rule decides
    With no free seats, the request takes the approval path. With a free seat, it goes straight to the assignment.
    • If none freeAsk IT to approve a purchase in Microsoft Teams
    • If a seat is freeAssign the license in Microsoft 365
  4. 4
    IT approves the purchase
    Only when no seat is free: Stepwork asks IT in Microsoft Teams to approve buying one, and waits for the answer.
    Only on this path: If none free
  5. 5
    The license gets assigned
    Both paths meet here. The recorded Microsoft 365 flow assigns the license to the user's account.
  6. 6
    The ticket closes itself
    Stepwork adds a note with what was assigned and resolves the ticket in Freshservice, so the requester sees the answer where they asked.

Watch it run

Video coming soon

Field map

FromTo
FreshserviceTicket: requester emailMicrosoft 365Active users: username
FreshserviceTicket: license requestedMicrosoft 365Licenses: productFor example, Microsoft 365 Business Premium
Microsoft 365Licenses: available countMicrosoft TeamsPurchase approval, when it is zero
Microsoft 365Assignment resultFreshserviceTicket: note and statusResolved when the assignment succeeds

Add someone to every group their role needs

A request names a role instead of a list of apps. Stepwork finds that role's groups in Microsoft Entra ID and adds the user to each one in a loop.
  • Microsoft Teams
  • Microsoft Entra ID
Swap in your systemsThe steps stay the same. Only the screens change.
Accounts
Team chat

Step by step

  1. 1
    The request names a role
    A manager asks in Microsoft Teams for a new teammate to get the access their role needs, by role rather than app by app.
  2. 2
    Stepwork finds the groups
    It reads the security groups that role maps to in Microsoft Entra ID. Each group it finds becomes one pass through the loop.
  3. 3
    The loop adds each group
    Inside the dashed frame, the recorded flow runs once per group. If one group fails, it is marked and the rest still get added.
    Repeats: For each group the role needs · 5 groups
  4. 4
    The results come together
    After the last group, the Summary card runs once and lists what was added and anything that needs a person.
  5. 5
    The thread gets the answer
    The manager sees the access summary in the same thread they asked in.

Watch it run

Video coming soon

Field map

FromTo
Microsoft TeamsRole named in the requestMicrosoft Entra IDGroups mapped to that role
Microsoft TeamsNew teammate's emailMicrosoft Entra IDGroup membership: userOnce per group

Give someone access to a shared mailbox

The simplest shape: one request, one lookup, one change, one reply, run the same way every time.
  • Microsoft Teams
  • Microsoft 365
Swap in your systemsThe steps stay the same. Only the screens change.
Team chat

Step by step

  1. 1
    The request arrives
    Someone asks in Microsoft Teams for access to a shared mailbox like billing@ or orders@.
  2. 2
    Stepwork finds the mailbox
    It looks the mailbox up in the Microsoft 365 admin center, so a typo in the name stops the run instead of granting the wrong mailbox.
  3. 3
    The delegate gets added
    The recorded flow adds the requester as a delegate with the access level your team uses for that mailbox.
  4. 4
    The thread gets the answer
    Stepwork confirms in the thread, and the run record keeps who asked and when access was granted.

Watch it run

Video coming soon

Field map

FromTo
Microsoft TeamsMailbox named in the requestMicrosoft 365Shared mailboxes: email address
Microsoft TeamsRequester's emailMicrosoft 365Mailbox permissions: delegate

Flows

The helpdesk flows these procedures are built from

Each flow is one recorded job in one app. Procedures connect them, and any of them can also run on its own from a request.

  • Video coming soon
    Microsoft Entra ID
    Microsoft Entra ID

    Reset password with forced change

    Resets a user's password in Entra and requires a change at next sign-in.
    Execution · Slack request
  • Video coming soon
    Microsoft Entra ID
    Microsoft Entra ID

    Add user to security groups

    Adds a user to specified Entra security groups that gate app and resource access.
    Execution · Slack request
  • Video coming soon
    Microsoft Entra ID
    Microsoft Entra ID

    Create user with group memberships

    Creates a new Entra user and adds them to the security groups that grant team apps and shared resources.
    Execution · Slack request
  • Video coming soon
    Microsoft 365
    Microsoft 365

    Assign license to user

    Opens the Microsoft 365 admin center, locates the user, and assigns the specified license SKU.
    Execution · Slack request
  • Video coming soon
    Microsoft 365
    Microsoft 365

    Extract unassigned licenses

    Opens billing in the admin center and extracts purchased versus assigned counts per product, flagging unused seats.
    Extraction · Scheduled
  • Video coming soon
    Microsoft 365
    Microsoft 365

    Add mailbox delegate

    Grants a colleague full-access delegation to a user's mailbox via the admin center.
    Execution · Slack request
  • Video coming soon
    Microsoft Entra ID
    Microsoft Entra ID

    Revoke user sessions and tokens

    Revokes all active sessions and refresh tokens for a user from the Entra admin center.
    Execution · Slack request
  • Video coming soon
    Microsoft Intune
    Microsoft Intune

    Retire and wipe device

    Issues a retire or wipe action for a departing user's device and confirms the action status.
    Execution · Slack request
  • Video coming soon
    Freshservice
    Freshservice

    Close resolved tickets past confirmation window

    Closes tickets sitting in resolved state past the confirmation window in bulk.
    Execution · Scheduled
See every helpdesk & requests flow in the Marketplace

More procedures

More helpdesk procedures in the Marketplace

Ready-made procedures that take more of the queue off your team.

  • SlackOkta
    Slack · Okta

    Verified password and MFA reset service

    Takes a reset request from Slack, verifies identity through the manager or a video check per policy, then resets MFA factors or unlocks the account in Okta and confirms in the thread with an audit note.
  • SlackOktaGitHub1 more
    Slack · Okta · GitHub + 1 more

    App access request with manager approval

    Takes an access request from Slack, routes an approval to the requester's manager, and on approval branches by app to add the Okta group, GitHub team, or Google group that grants it, confirming back in the thread.
  • SlackProofpointMimecast
    Slack · Proofpoint · Mimecast

    Quarantine release request service

    Takes release requests from Slack, checks the message's threat verdict and sender reputation, releases legitimate messages from Proofpoint or Mimecast, and declines risky ones with an explanation to the requester.
  • BambooHRFreshserviceOkta
    BambooHR · Freshservice · Okta

    Pre-start onboarding ticket and account prep

    Extracts hires starting in the next two weeks from BambooHR, creates the standard onboarding ticket set in Freshservice for equipment and desk setup, and pre-stages the Okta account for activation on start date.

Why Stepwork

The same path for every request

Stepwork is a deterministic agent platform: it runs the steps you recorded in each admin center, in the same order, every time. Rules decide which path a request takes, so a purchase always gets its approval and a reset always gets its check. Credentials stay in your vault, and every run records who asked, which path it took, and what changed.

Deterministic agentsProceduresCredentials
Book a Demo

Related use cases

More use cases

  • CRM to ERP data mappingStepwork maps a closed deal from any CRM into a sales order or invoice in your ERP, field by field, and writes the number back. Dynamics, Act!, Sage, QuickBooks, and more.Learn more
  • Warehouse orders and deliveriesStepwork turns emailed PDF orders into WMS orders, puts delivery emails on the dispatch calendar, and invoices shipped orders in QuickBooks, using the systems you already run.Learn more
See every use case

FAQ

Common questions

  • Yes. A teammate asks in a Teams channel, Stepwork confirms with their manager, then runs the recorded reset in Microsoft Entra ID or Active Directory and replies in the thread. Slack and Okta work the same way.
  • The procedure checks before it changes anything. In the example on this page, the manager confirms first. You can use whichever check your team trusts, like requiring a ticket or a second approver.
  • A Rule card sends it down an approval path, such as asking IT to approve a license purchase. Requests that don't need approval skip straight to the work, and both paths meet again before the ticket closes.
  • Yes. A ticket can start a procedure, and the last step can add a note and resolve it. Stepwork works in each tool's own screens, so it works with ManageEngine, ServiceNow, and others without waiting for an integration.
  • Every run keeps who asked, which path the rule chose, each step's result, and the time. When someone asks who reset a password or approved a license, the answer is in the run record.

See it run on a process you already repeat

Bring one. We will show you what it looks like as a flow and what each run records.

Book a Demo
Stepwork

Deterministic agents for work that must run the same way every time.

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