framer
IT Help Desk

The help desk your employees don't dread.

From password resets and access requests to major incident coordination — Framer gives IT a copilot that knows every policy, every asset, every runbook.

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The problem

What breaks at your scale.

  • 01L1 tickets crush the team — most are repeats of last week.
  • 02New hires wait days for laptop, SSO, Slack, VPN.
  • 03Runbooks live in five wikis, none of them current.
  • 04MTTR on SEV1s is measured by pages sent, not answers found.
Automation: Tier-1 Refunds
Live · 2,431 runs / mo
When ticket received
Any channel
Classify with AI
Intent + sentiment
Search knowledge base
Top 3 articles
Draft reply
Brand voice
Route to owner
Skill-based
Auto-close if resolved
Confidence > 0.85
Outcomes

Measured lift, not vibes.

72%
L1 auto‑resolved
4×
Faster onboarding
‑58%
MTTR on incidents
100%
Runbook coverage
Use cases

Where Framer shines.

Access & provisioning
SSO reset, group add, license grant — approved via Slack, executed in Okta.
Onboarding day 0
New hires get their whole stack, docs and buddy in one thread.
Incident coordination
AI paginates the right responders, drafts customer comms, and keeps the war room tidy.
How it works for IT helpdesk

Tier‑1 tickets, resolved before an engineer opens Slack.

Password resets, access requests, device issues and onboarding tasks close autonomously — the hard tickets land with full diagnostics attached.

  1. STEP 01
    Meet employees where they work

    Slack, Teams, portal, email — one intake with employee context, device posture and license state auto‑attached.

    • Slack / Teams first
    • AD / Okta identity
    • MDM device posture
  2. STEP 02
    Diagnose with real signal

    The assistant pulls MDM, EDR and observability signals to reason about the ticket before it even drafts a reply.

    • Intune / Jamf / Kandji
    • CrowdStrike / SentinelOne
    • Datadog / Splunk / Elastic
  3. STEP 03
    Execute actions safely

    Password resets, group changes, SaaS license grants — executed via policy‑bound automations, not tickets.

    • ServiceNow / Jira SM native
    • SCIM writes
    • Idempotent + reversible
  4. STEP 04
    Human approval where required

    Sensitive actions route to Slack or Teams for a one‑click approval with full evidence attached.

    • Approval matrix engine
    • Break‑glass with audit
    • Time‑boxed access
  5. STEP 05
    Learn from every resolution

    Every closed ticket becomes an article draft and an automation candidate — your KB and runbooks grow on their own.

    • Auto article drafts
    • Runbook candidates
    • Deflection scorecards
Workflow diagram
1Employee request2Identity check3Automated action4Human approval5Audit6LearnFramerCore
Avg. setup
3 weeks
SLA
99.99%
Regions
12
"Our helpdesk went from a bottleneck to a competitive advantage. New hires now start shipping on day two."
Devon Park — Head of IT, Vertex
FAQ

Common questions from this industry.

ServiceNow support?+

Yes — deep integration with ServiceNow, Jira Service Management, Freshservice, and Ivanti.

Does it run in our environment?+

VPC deployment is available for regulated orgs. LDAP/AD, mTLS, private connectors.

Can we automate approvals?+

Yes — policy‑based auto‑approvals with fallback to human review in Slack or Teams.

Give your support team an unfair advantage.

Buy 50 credits. Deploy in a day. Measure lift in your first week.

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