Build an IT helpdesk agent with a guided troubleshooting topic
Task · Copilot Studio: topics
Time saved · 3-5 hrs to build, then 2-4 hrs a week of repeat tickets (estimate, not measured)
⚠️ Licensing: you need a Copilot Studio license (prepaid Copilot Credits or pay-as-you-go through Azure), a Microsoft 365 Copilot license, or a Copilot Studio trial. A trial lets you build and test in the test chat, but you can't publish. Agent usage is metered in Copilot Credits; for Microsoft 365 Copilot licensed users, generative answers and tenant grounding used in Copilot Chat, Teams or SharePoint are zero-rated. Steps follow Copilot Studio's standard experience: if your Home page shows a New experience toggle, Microsoft's quickstart turns it off.
Steps
- Create the agent from the Home page with the description below, and add your IT knowledge base (SharePoint site or uploaded how-to files) under Add knowledge
- Go to Topics, select Add a topic > From blank
- With generative orchestration on (the default), the Trigger node shows The agent chooses: write a clear description, e.g. 'Helps a user who can't connect to Wi-Fi or VPN'
- Select the + under the trigger, choose Ask a question, set Identify to Multiple choice options and add the options (Wi-Fi, VPN, Other). Copilot Studio creates a branch for each
- Under each branch add Show a message nodes with the fix steps, and end the unresolved branch with a message pointing to your ticket form or the ticket-creation build
- Select Save, test each branch in the test pane, then publish
Prompt / template
Description (paste on the Home page): An IT helpdesk assistant for [Company] staff. It answers how-to questions from our IT knowledge base, walks people through common fixes for Wi-Fi, VPN, password and printer problems, and tells them how to open a ticket when the fix doesn't work. Topic description for the Wi-Fi/VPN topic: Helps a user who can't connect to the office Wi-Fi or the VPN. Asks which one is failing, then gives step-by-step fixes. It doesn't handle password resets or hardware faults. Instructions to add on the Overview page: - Ask one question at a time and wait for the answer. - Never ask for passwords, MFA codes or recovery keys. - After two failed fixes, stop and give the ticket link: [link].
Source · https://learn.microsoft.com/en-us/microsoft-copilot-studio/authoring-create-edit-topics
Also see · https://learn.microsoft.com/en-us/microsoft-copilot-studio/knowledge-add-sharepoint
Also see · https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-generative-actions
Also see · https://learn.microsoft.com/en-us/microsoft-copilot-studio/billing-licensing
Last checked · 2026-10-20