# IT helpdesk email triage with suggested fix

Employees email IT with a problem, optionally with screenshots. The agent categorizes the request, rates its urgency, sends the triaged ticket as JSON to your helpdesk webhook, and replies to the employee with self-help steps to try while they wait.

**Use cases:** Engineering and IT, Operations, Automation

**Tags:** IT helpdesk, service desk, tickets, email, triage, screenshots, webhook, auto reply

[Create this agent](https://seclai.com/agent-examples/create/it_helpdesk_email_router)

## How it starts

Trigger: email received.
Accepts files: Screenshots, Other files (ignored).

## What it needs

No knowledge base, memory bank or connection to create first.

## Steps

- Triage the request
- Parse and validate the ticket
- Send to helpdesk webhook
- Reply to the employee