Auth agent
Password resets, MFA resets, account unlocks. MCP-bound to Okta, 1Password. Confirms the requester via secondary email + Slack confirmation.
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Work/SaaS · 800 employees
SaaS · 800 employees · 2025
A 800-person SaaS company's IT helpdesk was burning out. Senior engineers were resetting passwords. We built a four-agent constellation that resolves 76% of L1 tickets without human touch.
The IT helpdesk was the company's quiet bottleneck. Median time-to-fix on a password reset was four hours. Senior IT engineers were spending 60% of their day clicking through Okta and ServiceNow. The CTO was about to hire three more L1 technicians. Instead, he asked us a sharper question: why are humans doing any of the deterministic stuff at all?
Week one we ran a pattern analysis on 90 days of historical tickets. We found 78% of L1 traffic fell into eleven deterministic categories. We built four specialized agents — Auth, Access, Software, Hardware — each with narrow MCP-bound tools. A router agent classifies inbound and dispatches to the right specialist.
Password resets, MFA resets, account unlocks. MCP-bound to Okta, 1Password. Confirms the requester via secondary email + Slack confirmation.
Software provisioning (Salesforce, Notion, GitHub, AWS). Reads requester's role and team, applies access policies.
License requests, app installs, browser issues. Curated knowledge base. Generates instructions tailored to the user's OS.
Classifies inbound (Slack, email, Jira). Confidence-aware. Anything touching admin perms always goes to a human.
90 days of tickets categorized. Identified 11 deterministic categories.
MCP wrappers for Okta, Jira, 1Password. Auth + Access agents shipped first.
Router agent. Limited rollout (engineering team only). Then full company.
Eval pipeline weekly. Hardware agent added in month 4.
Of L1 tickets close with no human touch. Up to 92% during business hours.
Down from 4 hours. Includes overnight tickets.
Internal employee CSAT for IT support. The wait-time complaints disappeared.
Teckfinity is the rare team that talks like engineers and ships like consultants. They tell me when an idea is bad — and that's exactly why I trust the ones they ship.
30-minute discovery call. We'll tell you on the call which engagement model fits — or whether to keep your money.