Stand up a Copilot Studio agent that opens and categorizes IT tickets, runs first-line diagnostics, and resets passwords through Entra without a technician.
Fewer routine tickets reaching Tier-1 technicians, freeing them for issues that actually need a person.
This agent can reset a user's password through Entra — a real identity action, not just information retrieval. Make sure its identity-verification step is solid before granting this capability; a password reset triggered by a successfully-impersonated request is a real account-takeover path.
The apps run in this order.
Teams
SharePoint
Copilot StudioSharePointExport your last quarter of ticket data into Excel and pivot by category to rank them by volume, then separately flag which of the top categories are genuinely low-risk to automate (password resets, standard access requests) versus ones that only look routine but carry real consequences if mishandled.
Launch with just that low-risk, high-volume intersection — not every ticket type at once.
Copilot StudioIn Copilot Studio, build the agent with your KB articles as grounding sources, and configure it to ask clarifying questions before acting — device name, error message, last known working state — rather than guessing at a fix.
Copilot StudioWire up the password-reset connector so the agent can trigger it directly for verified users, with multi-factor verification enforced before any reset executes.
Prompt idea:
A user reports they can't sign in to Outlook and get an "account locked" error. Walk them through verifying their identity, then reset their password through the standard self-service flow and confirm the reset succeeded.
TeamsDefine exactly what gets escalated to a human technician — anything outside the scoped categories, any failed verification, and any diagnostic that doesn't match a known fix — and route those to your existing ticket queue with full context attached.
Source: EPC Group, "Microsoft Copilot Agents 2026: 9 Patterns That Actually Work in Production" (2026)
A live agent in Teams that resolves or correctly categorizes a defined set of common ticket types, with an audit log of every action it took.
Password resets already have a non-AI self-service flow in Entra. What the agent adds is the conversational triage before that — asking the right clarifying questions and matching symptoms to a known fix instead of a dead-end FAQ.
Non-AI alternative: Entra's existing self-service password reset already handles that one ticket type without any agent; the agent's real contribution is the diagnosis and categorization upstream of it.
Build a Copilot Studio agent that cross-references equipment manuals, service history, and telemetry to help technicians diagnose issues and order the right parts on the first visit.
Build a Copilot Studio agent that reads test failure logs and produces diagnostic insight so engineers spend less time on manual triage.
Workflows like this tend to raise real governance and licensing questions once more than one person is using them — that's exactly what we help with.