Help Desk · intermediate
IT Support Agent in Copilot Studio with SharePoint Knowledge and Ticket Creation
A Copilot Studio agent published into Microsoft Teams that answers IT questions from a SharePoint knowledge base, walks users through common fixes, and creates a ticket with Power Automate when it cannot resolve the issue — the modern front door to a service desk.
Project overview
Microsoft runs its own employee IT front door on a Copilot agent, and most Microsoft 365 shops are following. Help desk roles now ask for hands-on experience configuring these agents, and a working one in Teams is the most current thing a candidate can show.
Real-world use case
A 300-person company gets 80 tickets a week that are answered in the knowledge base already. The agent handles them in chat, and only the real problems reach a technician.
Tools and technologies
- Microsoft Copilot Studio
- SharePoint
- Power Automate
- Microsoft Teams
- Entra ID
Skills you can demonstrate
AI Agent Configuration, Knowledge Base Design, Workflow Automation, Ticket Deflection, Microsoft 365 Administration
Build roadmap
- Build the knowledge base
Write 15–20 short, structured articles in a SharePoint library: VPN, password reset, MFA, printers, software requests. Consistent headings matter for grounding. - Create the agent
In Copilot Studio, create an agent, add the SharePoint library as knowledge, and write clear instructions about tone and scope. Test in the built-in chat. - Add guided topics
Build topics for the top three issues with step-by-step troubleshooting and a "did that fix it?" branch. Generative answers cover the rest. - Wire ticket creation
An escalation topic that collects the issue, device, and urgency, then calls a Power Automate flow to create an item in a tickets list and reply with the number. - Publish to Teams
Publish the agent to Teams, install it for yourself, and test from a phone. Fix anything that reads awkwardly in a narrow chat window. - Measure and iterate
Run your 30-question test plan, log answered versus escalated, improve the weakest articles, and re-run. Report the deflection rate.
Ways to extend the project
Add authentication so the agent can look up the user’s own recent tickets and device compliance status from Intune and personalize its answers.
How to showcase your work
- GitHub: The agent export, the flow, the knowledge articles, and a test results table showing deflection rate across your question set.
- LinkedIn: Record the Teams chat: a question answered from the KB, then an unresolvable one that becomes a ticket with a number in the reply.
- Resume: Quantify deflection: "Configured a Copilot Studio support agent that resolved N% of test questions without a ticket."