Resolve IT requests where work already happens
Wexa Desk turns employee conversations into grounded answers, ServiceNow escalations with context, and reusable workflows. Wexa Fabric provides the intelligence, execution and governance underneath.
helpdesk
18Answered in chat · cited its source
Priya Sharma09:41
Wexa DeskApp09:41
SAP roles guide · Finance handbook
Priya Sharma09:42
Knowledge read
SAP roles guide · Finance handbook
Who is asking
Priya Sharma · Finance · started Monday
Each reply shows what the desk read before it answered.
Runs where your team already works, through your Fabric project's connectors
Availability depends on the connectors your project has connected.
Impact
Two weeks on the desk, by the numbers
100 employee requests over 14 days, across Slack, web chat and email, and who resolved each one. Flip the toggle to see the same two weeks triaged by hand.
Last 14 days · 100 requests
84%
of requests resolved without IT: 56 answered in chat, 28 run as automations.
- Answered in chat56
- Ran as automation28
- Resolved by IT9
- Still open7
Requests per day · 14 days
peak 9/day
By channel
- Slack46
- Web chat38
- Email16
Top request types
- 1Password reset18
- 2VPN17
- 3Access request15
- 4Software install12
- 5SAP11
The transformation
Monday morning, before and after
Six requests land between 8:00 and 11:20. Watch the same morning twice: first every request waits on a person, then the desk's first pass clears what knowledge and automations can carry. Open a row to see what the desk did.
Monday queue
Morning timeline, before the desk, 08:00Monday, 8:00 am. Six requests land over the morning.
Product tour
Follow one request end to end
Sam's password reset, REQ-1044, from first message to reusable flow. Scroll or pick a stage.
How it works
Ask → Resolve → Improve
One request's shape, end to end. Connect what you already run; the desk does the first pass and hands people only the work that needs a person.
Answered in 3 seconds
Automation
Watch a run wait for a person
Sensitive steps pause mid-run for a named approver. Approve and it resumes. Deny and IT gets the run log, never silence.
New Finance hire · v3
Matched · 0.94Awaiting approvalConfirmed inputs
- New hire name
- Priya Sharma
- Department
- Finance
- Start date
- Monday
Simulated here. The real decision happens in Governance.
- Email account createdDone
- Added to Finance groupDone
- Laptop WX-L-2231 assignedDone
- Grant SAP accessAwaiting approval
Governance
Attempted, held, then executed
A gated operation parks with its resume token and waits for a person in Governance or the Fabric console. Approval resumes it once; denial cancels it with a reason. The desk never approves, retries or rewords a held call. Try it above in Automation.
| Action | Policy | Decision |
|---|---|---|
| Create email account | v4 | Allowed |
| Add to Finance group | v4 | Allowed |
| Grant SAP access | v4 | Approval |
| Share her salary details | v4 | Blocked |
Sent to the model
Set up SAP access for [NAME_1], email [EMAIL_1].
Approval gates
Publishing, access grants and account creation wait for a named approver.
Versioned policies
Every audit event records which policy version applied.
Masked before the model
Names, emails and phones are masked before any model or flow call.
Full audit trail
Every call, approval and write is logged and linked to its request.
Built on Fabric
An application, not a platform rebuild
Models, knowledge, storage, connectors, workflow execution, governance and metering already exist in Wexa Fabric. Pick a capability to see the call it produces in the ledger.
The console's Built on Fabric page shows this ledger live, per request.
$ knowledge_base_retrieve trace 8f3a · lifecycle 41c2 · ok
$ run_model trace 8f3b · lifecycle 41c3 · ok · 0.81
$ run_process_flow trace 8f3c · lifecycle 41c4 · watched live
$ run_connector_action trace 8f3d · lifecycle 41c5 · held → approved
$ insert_table_rows trace 8f3e · lifecycle 41c6 · audit_events
✓ 5 calls · 1 held → approved · 0 retried writes
Integrations
Connect the systems that hold identity, knowledge, assets and tickets
Nothing to migrate. Fabric is the source of truth for what is connected; the desk reconciles with it continuously.
Your ticket tool stays
It remains the system of record; the desk creates, updates and reads there.
Scoped access
Each agent sees only the data it needs. Employees see only their own tickets.
Real connectors only
Automations run on the skills your project has; anything missing is flagged before it ships.
Evidence
Proven on a real setup, not promised
From the evidence log: real people, real ServiceNow records, the live Fabric workspace. What isn't proven yet is named in the FAQ.
- 01Grounded answers
- A question answered citing the ServiceNow articles it used. Proof run, Oct 2026.
- 02Real escalations
- Incidents created in a live ServiceNow instance after approval, with the conversation attached.
- 03Held, then executed
- Parked writes resumed correctly across three restarts. Nothing auto-approved, nothing retried.
- 04Everything audited
- Every human action lands in an append-only audit table in Fabric.
FAQ
Questions, answered
A conversational service desk built on Wexa Fabric. Employees describe an issue in chat; the desk answers from your knowledge, raises tickets in your ticket tool, and runs approved automations. Every activity is logged.
Security
Built on Wexa Fabric. Secure by default.
The desk runs inside your Fabric project, under the policies your IT team already enforces. Scoped access, approval gates and masking apply to every reply, run and write, with an audit event for each one.