CHATBOTS
IT Helpdesk Slack Bot: Agentic Multi-Step Request Resolver
An agent assigned to a request handles it end to end in Slack — searching Confluence, asking clarifying questions, filing a Linear ticket when action is needed.
How it runs
The automated pipeline, trigger to output.
- TriggerEmployee @-mentions the IT bot in SlackSlack
- ActionAgent searches Confluence runbooks and policiesConfluence
- LogicAsk clarifying question if details missing
- LogicDecide resolve-now vs needs human action
- ActionFile Linear ticket with gathered contextLinear
- OutputPost resolution or ticket link and close threadSlack
What it does
Assigns an autonomous IT agent to each incoming request and lets it work the whole problem: it reads the question, searches your Confluence docs, asks the employee follow-ups when the request is ambiguous, decides whether a human action is required, and either resolves in-thread or files a Linear ticket — all from one conversation.
When to use it
When requests are messy and multi-step ("my laptop won't join the VPN after the update") and a single canned answer won't do. The agent reasons across docs and dialogue instead of pattern-matching one message.
How it works
- 1A mention of the IT bot in Slack triggers the flow and hands the thread to the agent.
- 2The agent searches Confluence for relevant runbooks and policies.
- 3If key details are missing, it asks the employee a clarifying question in-thread and waits.
- 4The agent decides: resolvable now, or needs IT hands-on.
- 5For hands-on cases it opens a Linear ticket with the gathered context attached.
- 6It posts the resolution or the ticket link back to the thread and marks the conversation closed.
Set it up
What you configure once, before turning it on.
- 1Connect SlackChannels, DMs, threads, mentions.
- 2Connect ConfluenceSpaces, pages, blueprints.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Connect OpenAIModels, embeddings, files.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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