HelpMate.AI
Because Every IT Team Deserves an Extra Pair of (Digital) Hands
In every organization, the IT helpdesk is the quiet engine that keeps business running. Yet it’s also one of the most overworked and under-automated areas, overwhelmed with password resets, access requests, and repetitive troubleshooting.
At CloudMates, we asked a simple question: What if your IT support team could resolve most issues before anyone even raises a ticket? That’s where HelpMate.AI comes in.
From Chatbots to Action-Oriented Intelligence
Most “AI helpdesk” solutions today are just smarter chatbots, they talk, but they don’t act. Agentic AI goes beyond conversation. It understands intent, takes action, and learns from outcomes. With CloudMates Agentic HelpMate.AI, IT support becomes proactive, intelligent, and self-healing. Instead of waiting for human intervention, AI agents execute safe, pre-approved workflows, from password resets to device diagnostics, in seconds.
How It Works
Think of it as your digital support team, working quietly behind the scenes:
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Password Reset Agent: Handles forgotten passwords or account lockouts instantly, across systems like AD or Okta.
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Access Agent: Grants or revokes access automatically once approvals are confirmed.
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Health Agent: Detects device or network issues, runs quick fixes, and keeps employees connected.
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Knowledge Agent: Surfaces the right answers from your internal knowledge base — fast and accurate.
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Routing Agent: Reads new tickets and assigns them to the right person or system automatically.
Together, these agents operate 24/7, reducing manual load and freeing your team to focus on higher-value work.
A Day with HelpMate
It’s Monday morning. An employee can’t access their email, another needs temporary access to a database, and a third has a VPN issue.
Before your IT team even logs in, HelpMate has:
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Validated identities
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Reset credentials securely
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Approved and logged the access request
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Diagnosed the VPN issue
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Updated all tickets automatically
The IT team starts their day focusing on strategic work, not password resets.
Integration Ecosystem
Helpdesk & Service Management
ServiceNow — create, update, and close incidents automatically.
ManageEngine ServiceDesk Plus — resolve tickets and sync SLA status.
Zoho Desk — manage customer and internal IT tickets seamlessly.
Jira Service Management — classify, assign, and update issues in real time.
Freshservice / Zendesk — respond to employee queries via AI-driven actions.
Identity & Access
Okta, Azure Active Directory, AWS IAM / Cognito — handle password resets, user provisioning, and temporary access.
Google Workspace & Microsoft 365 — account unlocks, mailbox access, and license assignment.
LDAP / Active Directory — granular permission updates and group management.
Device & IT Infrastructure
Microsoft Intune & Jamf — perform device health checks and remote commands.
AWS Systems Manager & Ansible — run diagnostics, patch, or rollback scripts automatically.
SolarWinds / Datadog / Nagios — integrate monitoring alerts with HelpMate’s resolution engine.
VPN / Network Gateways — trigger automated restarts or credential updates securely.
Knowledge & Collaboration
Confluence, SharePoint, Notion, Slack, Microsoft Teams — surface contextual answers or trigger workflows directly from conversations.
Amazon Q Business integration for enterprise knowledge search.
Automation & Workflows
Zapier, Make, AWS Step Functions, Lambda — extend or chain custom automations without coding.
Webhook / API Framework — connect proprietary or on-prem systems easily.
Built for Trust and Control
Every action performed by an AI agent is secure, auditable, and fully reversible.
Our platform is built on AWS and follows modern identity and authorization standards — ensuring each operation happens only within approved access boundaries.
Secure by Design
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Granular Permissions via OAuth 2.0 / OIDC
HelpMate.AI connects to existing IT systems using secure delegated authorization — never storing long-term credentials.
Agents operate through time-bound tokens and scope-limited access, ensuring least-privilege execution. -
Role-based Control for Agent Autonomy
Define how much freedom each agent has — from read-only insight mode to full auto-remediation.
Sensitive workflows can always require multi-factor admin approval. -
Comprehensive Audit Trail
Every command, API call, and automation run is logged with timestamp, user context, and execution result.
Logs can be streamed to AWS CloudWatch, SIEM, or ServiceNow Audit modules for compliance tracking. -
Encrypted Communication & Data Handling
All interactions occur over TLS 1.3, with secrets managed in AWS Secrets Manager.
No user credentials are exposed to the LLM layer — maintaining complete separation between reasoning and execution. -
Human-in-the-Loop Assurance
Admins can review and approve any AI-initiated action before it touches production systems.
You’re always in control of what the AI does.