IT service desk · IT service desk

Put company knowledge behind every internal IT answer.

Across teams, regions and shifts, internal IT questions depend on how your company works. Bring selected procedures, previous resolutions and specialist explanations into shared memory so the service desk can find relevant guidance and know what still needs review.

Agent memory in use

Selected sources: Incident export guidance, Jonas’s clarification, Previous internal review

Internal IT knowledge

Use the approved summary fields: category, status and resolution. Leave employee identifiers and free-text notes out. Ask the service owner to confirm the fields and approve the export before sharing.

Employee identifiers and private log fields excluded

Previous internal review

A previous internal review used category, status and resolution after the service owner approved the field list. Detailed logs remained in the service desk system.

Service desk assistant

A colleague needs an incident export for an internal review. What can we include?

Start with category, status and resolution from the saved guidance. Leave employee identifiers and free-text notes out. Confirm the current field list and approval with the service owner before preparing the export.

Source: Incident export guidance

Internal review notes

Proposed fields: category, status and resolution. Confirm the field list and request the service owner’s approval before sharing.

Recalled guidance: Use the approved summary fields: category, status and resolution. Leave employee identifiers and free-text notes out. Ask the service owner to confirm the fields and approve the export before sharing.

The service desk team checks the current request. The service owner approves any export in the existing process.

Fictional content. People review the work.

Use cases for IT service desk

Recall previous resolutions

Find how an internal request was resolved, why a fix worked and which conditions need checking before reusing the guidance.

Follow company procedures

Bring approved fields, review steps and a specialist’s clarification into the same answer, with links back to their sources.

Prepare an informed escalation

Give the next internal specialist the relevant history, checks already made and unanswered questions, without carrying over unnecessary sensitive details.

Share the guidance. Keep the boundaries.

Save reusable procedures and troubleshooting guidance without carrying over employee identifiers, credentials or private log fields. Choose which internal IT knowledge each assistant can use.

Explore your controls

Bring the questions your internal service desk keeps getting.

See how Cofleet could put that knowledge to work.

About Cofleet

Company knowledge, ready for your agents. The foundation for putting AI to work. Built in Stockholm, Sweden.

Operated by Cofleet AB, organisationsnummer 559594-0965, Stockholm, Sweden.

Shared memory for AI-native teams.

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Shared memory for your organization

Cofleet captures knowledge from company sources and experts, turning decisions and corrections into reusable guidance for existing AI tools. Sources stay linked. You choose what enters Cofleet and what goes into each shared memory, with the option to scrub or anonymize sensitive details.

The team

Markus Gür, Co-Founder and CEO. LinkedIn
Gabriel Gessle, Co-Founder and CTO. LinkedIn
Viktor Taaveniku, Co-Founder and Head of Engineering. LinkedIn

Contact markus@cofleet.app.