Service Desk Bot
L1 triage, password reset, incident logging
AI chatbot for
IT Services
Service Desk, Clients & Operations
When it services customers ask about l1 service desk triage, change request information, and sla performance queries after hours, someone still needs to reply. NIVA answers from your own info, books the next step, and notifies your team · so warm enquiries do not go cold overnight.
- No usage-based billing
- Live across 25 industries
- White-label ready
10+
IT Services Personas
65%
L1 Ticket Deflection
0
Code Required
Built for
MSPsIn-House IT DepartmentsCloud Service ProvidersIT Security TeamsIT Support Teams
Where it services teams lose money every week
Not a tech problem. Missed replies, repeated FAQs, and overnight drop-off · on the website you already run.
They write while you're busy
A it services enquiry about pricing or availability lands while you're with a customer · and dies in the inbox.
Your team repeats the same answers
Hours go to FAQs on phone and chat. Quotes, visits, and sales wait behind the queue.
Warm leads cool overnight
Night and weekend visitors leave with no next step. By morning they've booked someone who replied.
Work your IT Services team still does by hand
Routine it services questions, bookings, and follow-ups · answered on the website so your people stay on the hard cases.
- 01
L1 Service Desk Triage
Users log incidents, request password resets, report software issues, and query hardware problems through chat. NIVA diagnoses common issues, applies automated fixes, and creates structured tickets for L2/L3 escalation · deflecting 60-70% of L1 volume.
Password Reset · Incident Logging · L1 Triage · Auto-Fix
- 02
Change Request Information
Users and clients query planned change windows, maintenance schedules, and service impact information through chat. NIVA surfaces ITSM change calendar data and sends proactive notifications for planned downtime.
Change Windows · Maintenance Schedules · Service Impact · ITSM Integration
- 03
SLA Performance Queries
MSP clients query ticket resolution times, SLA compliance rates, and open incident counts through chat. NIVA surfaces client-specific SLA data from your ITSM · reducing account manager time on monthly SLA calls.
SLA Compliance · Resolution Times · Open Incidents · Client Reporting
- 04
Asset & Inventory Queries
IT teams query hardware inventory, software licence compliance, warranty expiry, and device allocation through chat. NIVA integrates with your CMDB for real-time asset data · reducing IT audit preparation time.
Hardware Inventory · Licence Compliance · Warranty Expiry · CMDB
- 05
New User Onboarding
NIVA guides new employees through IT setup · account provisioning status, laptop collection, software access requests, and VPN configuration · without consuming IT team time on routine onboarding queries.
Account Provisioning · Laptop Setup · Software Access · VPN Config
- 06
Security & Compliance Queries
Employees query acceptable use policies, MFA requirements, data handling procedures, and phishing report processes through chat · reducing security team query volume and improving security awareness.
Acceptable Use · MFA Policy · Data Handling · Phishing Reports
Questions your it services site already gets
Answered from your docs and policies · days, nights, weekends · so your team isn't repeating them.
My laptop is running very slowly and Microsoft Teams keeps crashing. What should I do?
We're opening a 12-person office next month. Can you handle the full network and device setup?
Not another chatbot.
A front desk that works overnight.
Missed enquiries after hours
Every website visitor gets a reply · days, nights, weekends
Your team repeats the same answers
Policies and pricing answered from your docs · consistently
Leads cool off waiting for a call back
Bookings, forms, and next steps happen in the chat
Teams already using NIVA
Ready-made it services helpers
Sales, support, bookings · switch on the roles you need. No writing from scratch.
Change Management Bot
Change windows, maintenance, impact
SLA Reporting Bot
Resolution times, compliance, client data
Asset Management Bot
Hardware, licences, warranty, CMDB
IT Onboarding Bot
Provisioning, setup, access requests
Security Awareness Bot
Policies, MFA, phishing, data handling
+ 4 more it services roles available
Built around how it services teams work
Practical pieces that save time · not a pile of AI features to configure.
IT Policy & Runbook Knowledge Base
Upload your IT policies, troubleshooting runbooks, software installation guides, and approved FAQ library. NIVA resolves common issues from your exact documentation · no hallucinated troubleshooting steps.
User & Asset Context Memory
NIVA knows each user's device, software licences, and ticket history · giving personalised support without users repeating their setup details every time.
Ticket & Escalation Flow Automation
Build L1 auto-resolution flows, password reset workflows, and escalation routing in NIVA's guided chat steps. Trigger ITSM ticket creation and L2 assignment automatically.
ITSM & CMDB Integration
NIVA integrates with ServiceNow, Freshservice, Jira Service Management, and Autotask. Tickets raised through NIVA are created in your ITSM with full triage context · no re-keying, no information loss.
Password Reset Self-Service Flow
Trigger
User reports login failure
Diagnose
Account status checked via API
Fix
MFA reset pushed, user guided
ITSM
Ticket auto-closed if resolved
What visitors can actually get done
Beyond FAQs · for it services businesses that sell and support online.
Stop chasing
Work finished in the chat
Collect the right details, book the appointment, and notify your team · without bouncing visitors to another form.
See how it works Capture cleanlyDetails you can act on
When someone is ready, the chat asks for name, dates, budget, or requirements · and lands it in your inbox or CRM.
See how it works Feel humanThe right helper, every time
Sales, support, or bookings · visitors get the specialist answer they need, without choosing menus.
See how it worksTonight's visitors get answers. You set it up once.
No developer on retainer. Most it services teams are answering overnight enquiries the same day they start.
- 01~15 min
Show us where leads slip
Website, WhatsApp, ads · we map the it services questions that cost you money when nobody answers.
- 02Your call
Switch on the right helpers
Sales, support, bookings · pick personas that already speak it services. Turn off what you don't need.
- 03Your docs
Feed it what you already trust
Price lists, FAQs, policies, page links. It only answers from what you approve · nothing made up.
- 04Same day
Go live as your brand
One line on the site you already run. Overnight visitors get replies while your team sleeps.
On your website. Looking like your brand.
Works on the site you already have · WordPress, Webflow, Shopify, or custom. Your logo, your colours, your name. Most owners are live the same week they start.
- No big rebuild of your website
- Changes show up for visitors without a re-launch
- We can add it with you on the demo call if you prefer
- Do I need a developer?
- Helpful if you have one · not required. Many it services teams paste one line or let us place it.
- How fast will I see value?
- Most start capturing overnight enquiries in the first week once knowledge and booking paths are set.
- What if it's not a fit?
- Tell us how you work today. We'll say plainly if a simpler setup or a rival product is better.
Compliance & Security
Built for regulated it services environments.
- GDPR / UK GDPR
- ISO 27001 Information Security
- Cyber Essentials
- ITIL 4 Framework Aligned
- NIS2 Directive
- SOC 2 Type II Aligned
Common questions
Straight answers before you start.
Yes. NIVA integrates with ServiceNow, Freshservice, Jira Service Management, Autotask, and Zendesk. Tickets raised through NIVA are created in your ITSM with structured triage data · category, priority, user details, and symptom description all pre-populated.
Still unsure? Send a short note about how you work · we'll reply with a fit recommendation for it services.
Try NIVA free for IT Services
Spin up a it serviceschatbot on your site this week · or send a short note and we'll tell you honestly if it's a fit.
- Free to start · no credit card required
- Works on the website you already have
- We reply within one business day if you inquire
Prefer to ask first?
Tell us how enquiries come in today. We'll reply with a fit recommendation.
Solutions Focus
Related use cases
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Related industries
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Niva Ecosystem