Forge

IT Support
Specialist

Meet Forge, the IT agent built with ready-to-use skills for resolving technology issues and fulfilling employee requests. Tailor it to your IT environment, with your team guiding how it works and improves over time.

Fewer IT tickets. Faster employee support.

Forge

IT Support Specialist

Lucas Grey, via Slack
My VPN keeps dropping every few minutes since the update.
WHAT FORGE CAN DO

Prebuilt skills to keep IT support moving

01 / 08

IT helpdesk and troubleshooting

Help employees resolve common technology issues with relevant answers and troubleshooting steps grounded in your IT knowledge and past resolutions.

  • Find relevant troubleshooting guidance IT knowledge
    base
  • Check known issues and past resolutions IT service
    management
  • Deliver guided steps or escalate Intranet and chat

Password and account recovery

Help employees recover access to their accounts, resolve MFA issues, and complete authorized password resets without filing a support ticket.

  • Verify employee identity Identity and access
  • Check account status and requirements Identity and access
  • Start an authorized reset and close the ticket Identity and access

Application access requests

Check access eligibility, route approvals, and grant approved application access through your existing identity and provisioning systems.

  • Check current access and policies Identity and access
  • Route the request for approval Approvals
  • Provision approved application access App provisioning

Software requests and provisioning

Help employees request the tools they need, check licenses availability, and coordinate approval and provisioning.

  • Check available software licences IT service management
  • Verify eligibility and request approval Approvals
  • Fulfill approved software requests App provisioning

Hardware and equipment requests

Let employees request laptops, peripherals, or replacement equipment, with the right details and approvals captured automatically.

  • Identify equipment options and availability IT asset management
  • Capture details and route approvals Approvals
  • Create and track the fulfilment request IT service management

Employee IT onboarding and offboarding

Coordinate account provisioning, application access, and equipment tasks as employees join, change roles, or leave.

  • Receive an employee lifecycle event HRIS
  • Start account, access and equipment work Identity and IT workflow
  • Track completion and exceptions IT service management

Ticket creation and escalation

Capture the right information, create categorized support tickets, and route complex issues to the appropriate IT specialist.

  • Gather issue details and history Intranet and chat
  • Create and categorize a ticket IT service management
  • Assign to the right support team IT service management

Ticket status and follow-up

Give employees visibility into open requests, collect updates, and reduce repetitive status inquiries to the service desk.

  • Find the employee’s open request IT service management
  • Retrieve current status and next steps IT service management
  • Add employee comments and updates IT service management
HOW IT WORKS

One place to ask. All the right systems, agents, and people working together.

Understand

Interprets employee IT requests or responds to events in connected systems to determine what needs to happen.

I can’t get into Figma since yesterday. Okta event: 3 failed sign-ins AccessAccountSoftware

Ground

Checks IT knowledge, employee permissions, support history, and connected systems to identify the right solution or next steps.

Access policyAllowed Lucas’s accountOkta Figma seatServiceNow Device checkNot needed

Orchestrate

Executes authorized tasks and coordinates workflows across IT and connected enterprise systems, invoking other Magnus or compatible third-party agents when needed.

ForgeAgent9:41 AM Unlock accountOkta Activate seatProvisioning agent Re-enroll MFAService desk

Resolve

Provides the answer, completes an authorized action, or creates a service desk ticket for follow-up — bringing in IT specialists when necessary.

ForgeAgent9:42 AM You’re back in. Sign out and in againto see Figma in your apps. MFA re-enrollmentSent to IT
Getting Started

Pre-skilled for IT support.
Tailored to your business.

[01]

Skip the blank slate

Forge comes equipped with IT support knowledge, prebuilt skills, and workflows for common employee technology needs, informed by Simpplr’s EX expertise.
[02]

Make Forge your own

Connect your service desk, identity systems, device management tools, and knowledge sources. Tailor Forge to your access policies, approval processes, and support procedures.
[03]

Test and refine before launch

Preview how Forge handles common requests, validate its responses and actions, and adjust workflows and escalation rules before rolling it out to employees.
[04]

Hands-on help getting your first agent live

Work with Simpplr’s team to configure Forge for your systems and requirements, and evaluate performance during rollout.
Book a demo
GUIDED AUTONOMY

Your IT team decides what Forge handles — and how

Set the rules for every request

Define how Forge handles support requests using your IT policies, SOPs, and service procedures.
Consistency and control

Monitor performance and keep improving

Review Forge’s answers, actions, and resolution quality. Use intuitive coaching tools to correct mistakes, improve troubleshooting guidance, and refine its performance over time.
Accuracy and reliability

Know when to bring in an IT specialist

Define which issues Forge can resolve autonomously and which require technical expertise or human approval. Complex problems and exceptions are escalated with relevant context.
Trust and accountability

Maintain enterprise-wide oversight

Keep centralized control over agent permissions, system connections, policies, and activity, with visibility into the actions Forge takes across your IT environment.
Security, governance, and auditability
BETTER TOGETHER

IT help, right where employees already work

Pair Forge with Simpplr’s AI intranet so employees can find troubleshooting guidance, request access, and resolve routine technology issues without switching between tools.
Explore the AI intranet
Simpplr EX Agents work best within Simpplr AI intranet
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ENTERPRISE-READY

AI that fits your enterprise, not the other way around

Connects to the systems you already run

Forge works with service management, identity, and device management systems such as ServiceNow, Jira Service Management, Okta, Microsoft Entra, and Intune, coordinating requests and workflows across them.

Works alongside agents from other platforms

Forge can invoke compatible agents built on other platforms, bringing their capabilities into broader IT support workflows.

Security and trust built in from the start

Forge respects employee permissions and operates within IT-defined policies, with controlled system access and audit trails providing visibility into its actions.