Dew Wealth Management — IT Support Assistant

First-Line IT Support Automation Inside Microsoft Teams

Stack: Microsoft Copilot Studio · Power Automate · Microsoft Teams · Monday.com API

The Challenge

Dew Wealth Management needed a faster, more structured way to handle common IT support requests from employees. The existing process relied on manual reporting and informal communication, which led to delayed responses, unclear ownership, and no consistent tracking of issues. The goal was to build a first-line IT support system that could handle common requests automatically and create structured tickets for issues that required human involvement.

The Solution

I designed and built an AI-powered IT Support Assistant deployed inside Microsoft Teams. The assistant acts as the first point of contact for all employee IT requests. When an employee reports an issue, the assistant provides context-aware troubleshooting guidance for common problems. If the issue requires escalation, the system automatically creates a support ticket in Monday.com and assigns it to the appropriate IT team member — with all relevant details captured and structured.

Implementation

  • Copilot Studio agent with topic coverage for common IT issues (connectivity, access, hardware, software)
  • Power Automate flow handling ticket creation via Monday.com API
  • Automated assignment logic based on issue category
  • Full conversation logging for audit and reporting
  • Deployed as a Teams app accessible to all staff

The IT Support Assistant creating a support ticket inside Microsoft Teams

Screenshot of the IT Support Assistant creating a support ticket inside Microsoft Teams

Outcome

Eliminated the manual IT ticket creation process entirely. Employees now receive instant first-line support for common issues without waiting for an IT team member to become available. Complex issues are routed automatically with full context, reducing the time IT staff spend on intake and improving resolution speed across the board.

Technology Stack

  • Microsoft Copilot Studio — IT support agent and troubleshooting flows
  • Microsoft Power Automate — ticket creation and routing logic
  • Monday.com API — project and ticket management integration
  • Microsoft Teams — employee-facing deployment channel

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