Top 7 Troubleshooting Guide Bots for Internal IT Support

Freshworks’ Freshservice Chatbot is a native AI‑powered assistant built into the Freshservice IT service management platform. Designed for IT teams, the chatbot can automatically triage incidents, guide users through self‑service knowledge base articles, and even create or update tickets based on conversation content. Leveraging Freshworks’ AI and natural language understanding, the bot can handle common questions such as password resets, software installation requests, and hardware troubleshooting steps. The integration with Freshservice’s ticketing system means the bot can log detailed activity, capture context, and route tickets to the appropriate support queue without human intervention. Freshservice’s chatbot also supports proactive engagement: IT teams can set up automated check‑ins with users to confirm issue resolution or gather feedback. The bot’s workflow engine allows administrators to configure custom response templates, add conditional logic, and trigger downstream actions like updating a CRM or sending an email. Security and compliance are baked into the platform, with role‑based access control and audit logs that track every bot interaction. IT support teams looking for a turnkey solution that combines ticketing, knowledge base, and AI assistance will find Freshservice’s chatbot a powerful tool to reduce manual effort and improve user experience.

Workativ offers an AI Agent platform that focuses on internal IT and HR support. The platform is designed to automate routine tasks such as IT helpdesk queries, HR policy explanations, and onboarding assistance. Workativ’s chatbots can be embedded across company intranets, Slack, Teams, or web pages, providing instant responses to employee questions. The platform supports dynamic prompt engineering, allowing administrators to tailor the bot’s tone and behavior to match corporate culture. One of Workativ’s strengths is its ability to integrate with existing business systems through webhooks and pre‑built connectors. For IT teams, this means the bot can trigger ticket creation in Jira or ServiceNow, pull status updates from helpdesk systems, and even initiate password reset flows via Active Directory. The platform also offers a visual builder, which lets users create flows and rules without coding. Workativ is well‑suited for medium‑size enterprises looking for a flexible, integrative chatbot that can handle both IT and HR queries.

Workato’s Agentic platform is a low‑code automation hub that lets organizations create AI‑powered chatbot experiences as part of larger workflow orchestration. While not a dedicated chatbot provider, Agentic offers modular tools for building conversational agents that can be embedded in web pages or integrated with existing messaging platforms. Users can design goal‑oriented action sequences, such as retrieving information from a database, updating records, or sending email notifications. Workato’s strength lies in its robust integration ecosystem. The platform supports over 500 connectors, enabling bots to access data from Salesforce, HubSpot, Zendesk, and many other SaaS products. For IT support teams, this means a bot can pull incident data from a ticketing system, verify user credentials, or trigger an escalation workflow. Workato’s visual workflow editor and pre‑built templates make it accessible to non‑technical users, while advanced users can add custom code to extend functionality.

Chatling is a versatile AI chatbot platform that focuses on customer support and lead generation but can be repurposed for internal IT assistance. The platform offers a simple, no‑code interface for building conversational flows, integrating with e‑commerce and CRM systems, and embedding chat widgets on websites. Chatling’s AI engine can understand user intent, provide product recommendations, and capture lead information. For internal IT, Chatling can be configured to answer common questions, guide users through troubleshooting steps, and create support tickets in integrated systems. The platform supports webhook triggers, allowing the bot to update external ticketing tools or notify IT staff via email. Chatling also offers analytics dashboards to monitor conversation volume, response times, and user satisfaction. Chatling is best suited for small to medium businesses that need a quick, cost‑effective chatbot with basic integration capabilities.

Microsoft Power Virtual Agents is an enterprise‑grade chatbot solution that allows organizations to build conversational agents without writing code. Integrated tightly with Microsoft 365 and Dynamics 365, the platform provides a visual authoring canvas, natural language understanding, and built‑in connectors to common business applications. Power Virtual Agents can be embedded in websites, Teams, or SharePoint, and can route conversations to human agents or trigger Power Automate workflows. For IT support, the bot can answer FAQs, guide users through self‑service procedures, and create tickets in Azure DevOps or ServiceNow via connectors. The platform also supports role‑based security, allowing administrators to restrict bot access to certain groups or departments. Power Virtual Agents is ideal for organizations already invested in the Microsoft ecosystem.

ServiceNow Virtual Agent is a built‑in chatbot for the ServiceNow platform, designed specifically for IT service management and internal help desks. The bot can answer questions from the ServiceNow Knowledge Base, guide users through incident and request workflows, and even trigger automated actions such as password resets or access approvals. ServiceNow’s visual scripting interface allows administrators to create new conversations and add logic without coding. The Virtual Agent integrates seamlessly with ServiceNow’s ticketing, CMDB, and discovery services, enabling it to provide contextual answers based on asset information or configuration items. It also supports multi‑channel deployment, including web, Teams, and mobile apps. For organizations that rely on ServiceNow for ITSM, the Virtual Agent delivers a consistent, AI‑powered self‑service layer. While the platform offers powerful integration with ServiceNow, it requires an existing ServiceNow subscription and is primarily focused on the ServiceNow ecosystem.