A working tri-channel IT help desk pipeline running on Microsoft 365 and n8n. It handles three intake channels, Outlook email, Microsoft Teams, and live phone calls, against one shared SharePoint knowledge base.

The design keeps the AI role deliberately small. It does two things: classifies the incoming ticket and detects follow-ups. It does not write replies. Once a category is confirmed, the workflow does a deterministic lookup in SharePoint and sends the exact resolution text the IT team approved in advance. No paraphrasing, no generated answers.

Tickets that fall below the confidence threshold, or that match no knowledge base article, are escalated to a human agent with full context. Nothing that touches accounts, identity, permissions, or production configuration is automated.

The voice channel runs on six dedicated n8n webhook workflows that handle all Microsoft 365 work on behalf of an ElevenLabs voice agent: identity verification against Entra ID, knowledge base lookup, email delivery, escalation, and logging. Every outcome across all three channels is logged to SharePoint and surfaced in a browser-based operations dashboard gated through Entra ID.

Architecture overview, security model, and operations dashboard: https://www.get2cloud.ca/ai-automation-articles/i-built-an-ai-help-desk